Anunciada dia 13 dezembro
Descrição
IT Support Specialist
Sycomp is a global IT services and logistics provider with extensive expertise in cloud, data center, endpoint management and security solutions.
The company delivers on its mission to tackle challenging global IT projects through state-of-the-art integration and warehouse centers and global technology partnerships.
Job Description
We are seeking a motivated and skilled IT Support Specialist to join our team of technical experts.
The ideal candidate will deliver exceptional technical support to clients, ensuring smooth and efficient operation of their IT environments.
Fluency in English is required, and knowledge of an additional language is a plus.
This role suits a proactive professional with experience in Managed Service Providers (MSPs) and strong proficiency in tools such as Salesforce, Slack, and Office 365.
* Provide first- and second-line support via email and remote tools.
* Diagnose and resolve issues involving Office 365, Salesforce, Slack, and other business applications.
* Log, track, and manage incidents and service requests across various platforms.
* Deliver a professional, customer-focused experience during all interactions.
* Translate technical issues into clear, user-friendly language.
* Escalate unresolved issues appropriately and ensure timely follow-up.
* Adhere to ITIL-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.
* 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.
* Use and support applications such as Office 365, Salesforce, and Slack.
* Administer user accounts, permissions, and configurations.
* Stay current with emerging technologies and best practices.
* Fluency in English and Spanish (written and verbal).
* 2+ years of experience in an MSP environment.
* Hands-on experience with Salesforce or similar ticketing platforms.
* Strong troubleshooting and problem-solving capabilities.
* Excellent interpersonal and communication skills.
