IT SUPPORT SPECIALIST (SERVICE DESK / CALL CENTER OPERATIONS)

Description

Summary: Provide efficient technical support to end users, diagnose and resolve technical issues, and contribute to continuous improvement of support processes and IT tools. Highlights: 1. Focus on diagnosing and resolving hardware, software, and network issues 2. Opportunity to contribute to continuous improvement of support processes 3. Deliver high-quality user experience aligned with service standards Provide efficient technical support to end users, ensuring the proper operation and continuity of systems, devices, and applications within the organization. This role focuses on diagnosing and resolving technical issues related to hardware, software, and networks, while delivering a high\-quality user experience aligned with service standards and business objectives. Additionally, the position contributes to continuous improvement of support processes, optimization of IT tools, and prevention of recurring incidents. **IMPORTANT: Advanced English level (B2\+ / C1\) is required.** **Gender / Age** * Open to all genders * Suggested age range: 22 – 40 years (depending on experience) **Education** Technical degree, Associate’s, or Bachelor’s in: * Information Technology * Systems Engineering * Computer Science * Telecommunications * Related fields **Preferred additional training in:** * ITIL / IT Service Management * Help Desk / Technical Support * Networking fundamentals * Ticketing tools (ServiceNow, Zendesk, etc.) * Microsoft 365 / Endpoint management **Work Experience** Minimum **1–3 years of experience in technical support**, preferably in: * **Call Center / Service Desk / BPO environments** * Remote support operations * Corporate or enterprise environments Experience with: * Handling incidents via phone, chat, and remote tools * Troubleshooting hardware, software, and network issues * Device setup and configuration * Ticket management and SLA compliance * Supporting bilingual users or international clients **Key Responsibilitie** Technical Support Management * Provide Level 1–2 support to end users * Diagnose and resolve hardware, software, and connectivity issues * Escalate complex incidents when necessary Call Center / Service Desk Support * Deliver technical support via phone, chat, and remote tools * Meet service metrics (response time, resolution time, customer satisfaction) * Handle multiple tickets in high\-volume environments Device Configuration \& Management * Prepare, configure, and deploy devices (desktops, laptops, mobile devices) * Manage user accounts, access, and permissions * Ensure compliance with IT security policies Documentation \& Knowledge Management * Log incidents and resolutions in ticketing systems * Document procedures and best practices * Contribute to team knowledge bases Continuous Improvement * Identify recurring issues and propose solutions * Participate in IT projects and system upgrades * Improve support processes and user experience **Knowledge** * Technical support in corporate environments * Operating systems: Windows \& MacOS * Microsoft 365 (Outlook, Teams, OneDrive, etc.) * Remote support tools * Ticketing systems (ServiceNow, Zendesk, etc.) * Basic networking concepts (VPN, connectivity troubleshooting) * ITIL fundamentals (preferred) **Advanced English (B2\+ / C1\) required for supporting international users** Tipo de puesto: Tiempo completo Beneficios: * Seguro de vida * Vales de despensa Lugar de trabajo: Empleo presencial