Agente de Mes

Description

Summary: Provide first-level technical support, service restoration, and guidance to users, ensuring maximum availability, performance, and effective use of information systems. Highlights: 1. Provide first-level technical support and guidance to users. 2. Systematic, disciplined, and analytical approach to problem-solving. 3. Collaborate with colleagues to resolve issues effectively and empathetically. **We Are Hiring – Service Desk Agent** Provide first\-level technical support, service restoration, fulfillment of service requests, and guidance to users, ensuring maximum availability, performance, and effective use of information systems and knowledge resources. Follow a systematic, disciplined, and analytical approach to problem\-solving while complying with established standards and agreed procedures. Execute tasks within established timelines. **Required Skill Set** * Analytical and Problem\-Solving Skills * Active listening and strong questioning skills, with attention to detail, to identify the root cause of issues and avoid repeated contacts or additional support efforts. * Analytical ability to understand problems, evaluate solutions, and collaborate with colleagues to resolve issues effectively. * Strong problem\-solving skills with the ability to think quickly and independently resolve issues thoroughly and efficiently. * Demonstrate ownership and accountability. * Build trust and confidence with customers quickly. * Take ownership of customer issues and resolve them efficiently, effectively, and empathetically. **Mandatory Requirements for Experienced Candidates.** * 12–18 months of experience in a Service Desk / Technical Support environment providing remote support for laptops, desktops, LAN issues, application support, mobile devices, etc. * Bilingual: Spanish – English. * Intermediate troubleshooting knowledge of mobile devices (iOS, Android, Windows). * Intermediate troubleshooting knowledge of operating systems (Windows XP–10\), browsers, MS Office Suite, O365, messaging systems, Outlook 2013–19, Skype for Business, Microsoft Teams, SharePoint, and OneDrive for Business. * Previous experience working in a high\-volume Service Desk environment with knowledge of support, diagnostics, and incident resolution. * Intermediate knowledge of registry fixes, patch management, antivirus, security, and encryption. * Intermediate knowledge of networking and VPN troubleshooting, TCP/IP, OSI model, network devices, and carriers. * Basic networking knowledge. * Time Management Skills * Be proactive and show the utmost respect for customers’ time. * Strong time management skills, ensuring every customer interaction adds value. * Ability to multitask effectively. * Communication \& Relationship Skills * Provide first\-line support through the Service Desk by handling incidents and service requests via phone, web tickets, chat, and email. * Offer guidance to end users on IT\-related topics while collaborating with team members to share knowledge and improve service standards. **Additional Skills \& Knowledge.** * Ability to communicate effectively at all organizational levels. * Ability to work across organizational and professional boundaries. * Excellent verbal and written communication skills. * Strong interpersonal skills, including active listening and understanding. * Strong organizational skills and the ability to prioritize workloads. * Ability to work under pressure and meet deadlines. * Professional business etiquette. * Broad knowledge of IT products, services, and terminology. **Aptitudes.** * Problem and solution identification. * Data analysis skills. * Ability to explain technical concepts to non\-technical audiences. * Working knowledge of MS Office products. * General knowledge of operating systems and productivity tools such as MS Outlook, MS Excel, Lotus Notes, etc. * Ability to work independently or as part of a team. * Customer\-oriented mindset. * Proactive, self\-motivated, patient, innovative, and flexible. **Job Duties and Responsibilities.** * Increase user confidence in software usage by being empathetic to both new and experienced users. * Help implement and improve internal team processes to ensure strong service delivery. * Actively troubleshoot incidents and service requests by identifying, assessing, documenting, resolving, and/or escalating issues within agreed timelines and procedures while maintaining professional and customer\-focused communication. * Participate in rotational on\-call schedules to provide 24/7 first\-line support. * Receive incidents and requests via phone, intranet, and email. * Record detailed and relevant information for every incident promptly and accurately. * Keep customers informed about the status of their incidents and follow through to resolution. * Escalate incidents when necessary according to established procedures. * Ensure Service Level Agreements (SLAs) are consistently met or exceeded. * Respond to customer inquiries efficiently and promptly. * Document all interactions in the required format. * Execute tasks according to established guidelines and timelines. * Ensure customer confidentiality and data protection at all times. **Education and Other Requirements.** * 12–18 months of experience required. * Willingness to work rotational shifts. * Experience working in a high\-volume ICT Service Desk environment. * Understanding of ITIL practices. * Experience troubleshooting issues in mixed computing environments. Job Type: Full\-time Pay: $19,000\.00 \- $22,000\.00 per month Experience: * Service Desk: 2 years (Preferred) * Remote Desktop Support: 2 years (Preferred) * Service Level Agreement: 2 years (Preferred) * Network Connectivity troubleshooting: 2 years (Preferred) * Office 365 Troubleshooting: 2 years (Preferred) Language: * English (Preferred) Work Location: In person