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Job Summary: Provide first-level support to users, resolving basic hardware, software, and connectivity technical incidents, escalating complex cases. Key Highlights: 1. Comprehensive technical support for internal and external users 2. Diagnosis and resolution of basic technical issues 3. Use of support tools and ticketing systems Job Objective: Provide first-level support to internal or external users, resolving basic hardware, software, and connectivity technical incidents, escalating more complex cases to higher support levels. Main Responsibilities Respond to support requests via phone, email, chat, or ticketing system (help desk). Diagnose and resolve basic issues with computers, peripherals, operating systems, and office applications. Provide support for installation, configuration, and updating of standard software (Office, web browsers, antivirus, VPN clients, etc.). Assist with user account, password, and permission configuration in Active Directory or other platforms. Resolve basic connectivity issues (wired network, Wi-Fi, shared printers, email). Document each resolved incident in the ticketing system, including root cause, solution, and response time. Promptly escalate cases exceeding their level to second- or third-level support. Assist with hardware inventory management, equipment onboarding, offboarding, and relocation. Follow up on open tickets until closure and validate user satisfaction. Required Technical Knowledge Windows 10/11 operating systems, and basic knowledge of macOS and Linux. Microsoft 365 suite (Outlook, Teams, Word, Excel, OneDrive, SharePoint). Basic networking concepts: TCP/IP, DNS, DHCP, ping, ipconfig. PC hardware: assembly, component identification, peripheral connection. Basic Active Directory administration (create users, reset passwords, unlock accounts). Remote control tools (AnyDesk, TeamViewer, Quick Assist). Ticketing systems (Jira Service Management, Freshdesk, ServiceNow, GLPI, or similar). Basic cybersecurity concepts: antivirus, phishing, secure password handling. Academic Background Final-semester student or graduate of programs such as Systems Engineering, Computer Science, Information and Communication Technologies (ICT), Networks and Telecommunications, or related technical fields. 6 months to 1 year of experience in similar roles (professional internships, social service, or traineeships are acceptable). · Typical Job Conditions Schedule: Full-time, with possible shifts or on-call duties based on operational needs. Work Modality: On-site. Entry-Level Salary Range: $12,000 gross. Eligible for increase after 3 months based on performance evaluation. -Requirements- Minimum Education: Higher Education – Bachelor's Degree 1 year of experience Age: Between 20 and 28 years Keywords: support, apoyo, soporte, tecnologo, tecnico, tech, technician, technology, tecnologia, technologist, jr, junior
