Log and manage tickets, handling 1st and 2nd level requests;
Provide support for operating systems and software installation, Microsoft Office suite, networks, printers and peripherals, as well as maintenance of desktops and laptops;
Perform directory mapping, configure email (POP/Exchange), Lotus Notes, set up user profiles, install VPN, manage Active Directory, configure IP settings;
Monitor, respond to and update tickets in the queue, preventing backlogs that could affect the project's SLA, and minimizing ticket backlog as much as possible;
Create and update knowledge base articles, procedures, service scripts and troubleshooting guides on the KCS portal.

Knowledge in network troubleshooting, PC hardware and software troubleshooting, service desk tools, operating systems and Microsoft Office;
Familiarity with smartphones/mobile devices;
Fluency in Spanish.
Bachelor's degree in a technology-related field (preferred)

Food and/or meal allowance for groceries and meals 🍴
Medical and dental coverage so you and your family can stay healthy 💙
Pharmacy partnerships for discounts on medications 💊
Childcare assistance according to current policy 🍼
Gym partnership/discount to encourage fitness 🤸‍♀️🤸‍♂️
Partnership with SESC for a variety of cultural and leisure programs ✈
Partnerships to support language studies, technology training and course platforms 📚
Payroll-deductible loans with attractive rates + financial education program 💰
Corporate University and learning paths with content on technology, soft skills, market trends and more 👨‍💻
Employee referral program with potential rewards and bonuses 🎁
Group life insurance ⛑

Mid-level Tier 1 Support Technician, Spanish Bilingual

Key skills