Descripción del puesto

Important company requires a professional with experience in

Provide comprehensive technical support services to the Client’s internal customers and service providers

Assess reported issues and work directly with Client’s service providers for escalation and timely issue resolution.

Effectively communicate with Deskside Supervisor regarding asset management and break/fix processes.

Effectively communicate with the Deskside Supervisor regarding any Help Desk related issues or processes. Provide setup and support services for conference rooms.

Follow established Asset Management processes

Report any potential problem cases to the Deskside Manager. (Build a “proactive” environment)

Perform IMAC-related tasks as assigned.

Effectively consult with the Deskside Manager on any cases where high-level technical support is needed.

Replicate and resolve customer incidents in the software & hardware environment.

Escalate issues to the Deskside Manager where Client Home Office personnel are required for resolution.

Self-monitoring of Help Desk tickets to insure proper escalation and resolution of incidents consistent with the agreed SLA’s Communication with several IT Infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer.

Create and submit detailed call logs documenting customer interactions to be inclusive of accuracy, thoroughness and timeliness.

Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels.

Perform customer support related tasks and special projects as assigned by management.

Liaise as necessary interdepartmentally to seek resolutions to all issues reported.

Organize and utilize all support resources provided including emails, documentation, contact lists, etc.

Job Requirements

Skills

Good/Excellent Verbal and Written Spanish Communication Skills

Excellent teamwork skills

Dedication to customer service Installation and configuration – Desktop / laptop/ Printer/ Servers/ Notebooks, etc

Substantial experience in Notebooks and Printers management

Supporting Windows core technologies

Collaboration experience including remote control of PCs and video conferencing knowledge

Deliverables to include ensuring the proper levels of run and maintain support

Requisitos

Requeriments:

English Level: Intermediate

Location: Villeta /Asunción