Agente de Soporte Tecnico / Mesa de Ayuda

What success looks like in this role:

• With guidance, performs routine support duties, including:
  • Assisting with first line user support by guiding users through the necessary steps to restore functionality.
  • Troubleshooting hardware, software and connectivity issues using remote access tools.
  • Escalating complex issues to 2nd and 3rd level resolver teams.
  • Coordinating and fulfilling end-user service requests including installation of software and user administrative related requests.
• Ensures tickets are managed to closure and keeps users / clients updated on status and progress.
• Learns and complies with the Service Desk, desktop, peripheral and related connectivity and security policies and procedures.
• Contributes to continuous improvement of the Service Desk knowledge base.
• Delivers results in support of the organizations SLAs.
• Assists with special projects...