IT TECHNICAL SUPPORT ANALYST

Description

Job Summary: We are seeking a technically skilled and analytical professional to join our team, providing remote assistance and resolving technical incidents with empathy and proactivity. Key Highlights: 1. Remote technical assistance and incident resolution 2. Identification of hardware and software failures 3. Proficiency in remote support tools and operating systems We are looking for a candidate with technical knowledge and analytical capabilities to join our team. **Job Description:** Provide remote technical assistance to customers, ensuring resolution and documentation of technical incidents through an empathetic and solution-oriented attitude. **Main Responsibilities:** * Register and prioritize tickets, ensuring compliance with Service Level Agreements (**SLA**). * Identify hardware (laptops, peripherals, basic servers) and software failures. * Perform interventions using tools such as **TeamViewer, AnyDesk, or Remote Desktop**. * Identify and escalate high-complexity tickets to Levels 2 and 3 following internal protocols. * Draft technical documentation and create step-by-step user guides. * Translate complex technical incidents into language understandable to non-technical users. * Manage Windows and macOS environments. **Requirements:** * Technical or Engineering degree in Systems, Computer Science, or related fields, * Minimum 6 months of experience, * Remote support tools: TeamViewer, AnyDesk, Remote Desktop. * Operating systems: Windows, macOS (basic). Employment Type: Full-time, Indefinite-term Salary: $12,000\.00 \- $13,000\.00 per month Work Location: On-site employment