1st line Support Engineering

Personnel with medium IT knowledge, capable of rotating in 24x7 shifts without exceptions, with Spanish as mother language and advanced English skills, for both speaking and reading. Capable of handling calls, emails and tickets regarding IT related topics in both English and Spanish

FUNCTIONS

• Interact with customers via telephone, e-mail and the web, providing IT support and problems solving abilities.
• Identify, evaluate and prioritize customer problems and complaints.
• Analyze customer problems and formulate plans of resolution.
• Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.
• Evaluate new sales techniques, processes and technologies introduced at the helpdesk.
• Participate in departmental training activities including training programs in support of new sales techniques, procedures, and customer service enhancements

REQUIREMENTS

Education desiderable:- Microsoft Office 365/ Windows 10 Certification

Skills:

· Basic PC Skills & Help Desk experience

· Good communication skills

· Availability to work in shifts: 7x24 (40 hours per week - 5 days per week)

· Basic experience in Organization Development: Service Orientation, Insight, Proactive Cooperation

· Basic understanding of the principles, theories, and practices of group dynamics and/or team development

· Basic Business Development: Results Focused, Initiative

Languages: Spanish (fluent) - English ( fluent)