Position Summary: You will provide autonomous technical support, ensuring service excellence through resource administration and maintenance, positively impacting productivity. Key Highlights: 1. Autonomous technical support and excellence in service. 2. Incident handling and resolution with a focus on user satisfaction. 3. Ticket management and support for microcomputing and corporate tools. DESCRIPTION Provide autonomous technical support, guaranteeing service excellence through resource administration, preventive and/or corrective maintenance, report and/or metric management, thereby generating a positive impact on productivity and user management. * Handle escalated incidents and/or requests in the management tool to resolve them and achieve user satisfaction and compliance with required specifications. * Verify escalations requiring your assistance and their respective priority levels to deliver timely and accurate support. * Confirm that device details reported as faulty (serial number, brand, and model) match those in the escalation to ensure continuity of the planned process and delivery of quality service, avoiding additional errors. * Track and execute requests and incidents received via ServiceNow (or the ITSM tool designated by Cirion client). Project-Specific Responsibilities Provide Level 1 (N1) support for microcomputing requests and incidents: o Microsoft Windows (Desktop) o Office 365 platform o VPN (Global Protect, MFA\-Token, etc.) o Remote access tools o Corporate applications o Virtualized services on Citrix: Log off, access validation, etc. Active Directory: Password reset Account unlock Basic support for user onboarding and offboarding processes o Connectivity (computer networks) o Support with automation tools for access o Enterprise antivirus \- Install corporate software: o Antivirus, Office, VPN, browsers, etc. \- Escalate tickets to Latin America and US Level 2/N3 expert teams \- Maintain an updated knowledge base for handling requests and resolving incidents \- Ticket management in the ITMS and telephone support REQUIREMENTS o Technical Support Technician – Level 1 (Level 2 is desirable) Minimum experience in Service Desk support: 2 years
Valentina Rodríguez
Indeed · HR
Valentina Rodríguez
Indeed · HR
