Technical Support Professional
About the Company
We are a global organization with extensive expertise in cloud, data center, endpoint management and security solutions.
SUMMARY
We seek a highly motivated and skilled Technical Support Professional to join our team. The ideal candidate will deliver exceptional technical support to clients, ensuring smooth operation of their IT environments.
Key Responsibilities
* Provide first- and second-line support via email and remote tools.
* Diagnose and resolve issues involving business applications.
* Log, track, and manage incidents and service requests across various platforms.
Client Interaction
* Deliver a professional experience during all interactions.
* Translate technical issues into clear language.
* Escalate unresolved issues appropriately and ensure timely follow-up.
Service Management
* Adhere to aligned processes for incident, problem, and change management.
* Monitor and meet SLA requirements for all client requests.
* Identify opportunities to enhance service delivery and client satisfaction.
Collaboration & Documentation
* Work closely with internal teams and vendors to resolve complex issues.
* Maintain accurate documentation of incidents, changes, and resolutions.
* Create and update knowledge base articles for recurring issues.
Tools & Technology
* Use and support business applications.
* Administer user accounts, permissions, and configurations.
* Stay current with emerging technologies and best practices.
Qualifications & Skills
* Fluency in English and Spanish (written and verbal).
* 2+ years of experience in an MSP environment.
* Hands-on experience with ticketing platforms.
* Strong troubleshooting and problem-solving capabilities.
* Excellent interpersonal and communication skills.
Benefits
* Competitive salary and benefits package.
* Ongoing training and development opportunities.
* A dynamic and supportive work environment.
Become part of our team and contribute your skills and experience to delivering exceptional service to our clients.