Level 1 Technical Analyst and Support (IT)

Description

Job Summary: We are seeking a Level 1 Technical Analyst and Support professional to handle incidents and provide remote support for hardware and software, with a strong focus on customer service. Key Highlights: 1. First point of contact for incident handling and remote support. 2. Case management with focus on priority, urgency, and customer communication. 3. Configuration of tablets for point-of-sale systems and system monitoring. **LYNX ENGINEERING AND SERVICES** **LEVEL 1 TECHNICAL ANALYST AND SUPPORT** **Description:** We are a company providing technological solutions for the fuel energy sector, including custom software and hardware tools designed to optimize operations, facilitate regulatory compliance, improve customer service and experience, and enable administrative control. **Profile:**Bachelor’s degree in Computer Science, Systems Engineering, Computer Technician, or related field. Must possess knowledge of computer equipment at both software and hardware levels, including installation, configuration, etc. ***Required Knowledge:*** · *Basic-level database management: SQL, PostgreSQL* · *Intermediate-level operating system management: Windows and Ubuntu* · *Desirable additional software knowledge, such as remote support tools (AnyDesk, TeamViewer, etc.), Office suite, Teams, Outlook* **Functions and Responsibilities** Serve as the first point of contact for receiving and logging incidents reported by users via official channels (telephone, email, and WhatsApp), delivering Level 1 remote support for hardware and software provided by the company, ensuring timely response and follow-up. · Log, analyze, and track cases, adhering to defined priority and urgency levels. · Resolve incidents with quick or documented solutions, and escalate cases requiring higher technical complexity in a timely manner. · Keep customers informed about the status of their requests. · Monitor proper functioning of systems. · Configure tablets for point-of-sale systems. ***Required Skills and Attitudes*** · Customer service orientation and service mindset · Clear and effective verbal and written communication · Organization and time management · Teamwork · Proactive attitude and problem-solving focus · Empathetic and courteous demeanor · Analytical thinking Benefits: · 40-hour workweek (5 days) · Provision of magnifying lenses · Grocery vouchers · Annual bonus of 15 additional days beyond the mandatory year-end bonus · Uniforms Employment Type: Full-time Salary: Up to $15,700.00 per month Benefits: * Option for indefinite-term contract * Free uniforms * Grocery vouchers Willingness to travel: * 50% (Desirable) Work Location: On-site employment