07 feb
teceze
Futaleufú
Information Technology Technical Support
Job Summary: The IT Support Specialist will be responsible for providing technical support for end-user devices and systems in an enterprise desktop environment. This role requires expertise in managing and troubleshooting Windows operating systems, mobile devices, Microsoft Office 365, and enterprise-level IT infrastructure solutions, including Active Directory, Antivirus software, VPN, and more. The ideal candidate should be proactive in resolving issues, possess strong troubleshooting skills, and work well under pressure to meet Service Level Agreements (SLAs).
Key Responsibilities:
- Provide on-site and remote technical support for end-user devices, including desktops, laptops,
and mobile devices in an enterprise environment.
- Troubleshoot and resolve issues related to Windows 7-10, Microsoft Active Directory, MS Office 365, and related desktop applications.
- Install, configure, and troubleshoot PC hardware and peripherals (e.g., printers, monitors, etc.).
- Manage enterprise antivirus solutions, ensuring proper deployment, updates, and troubleshooting of antivirus software.
- Provide mobile device management (MDM) support for iOS and Android devices, including installation of enterprise encryption solutions and enforcing security policies.
- Support enterprise-level systems and infrastructure, including but not limited to Active Directory, SCCM (System Center Configuration Manager), Intune, and VPN solutions.
- Respond to and resolve technical issues related to the end-user infrastructure, ensuring minimal disruption to business operations.
- Collaborate with other IT teams to implement solutions for improving systems performance and security.
- Work within established SLAs to address incidents and requests in a timely manner.
- Provide support for network troubleshooting (basic level) and coordinate with network teams for more complex issues.
- Provide training to end users on IT systems, software, and policies.
- Maintain accurate documentation of troubleshooting steps, solutions provided, and user requests.
Skills and Qualifications:
- Minimum 1-3 years of IT support experience, with a focus on end-user device management and troubleshooting.
- Strong proficiency with Windows 7-10 operating systems, and experience with MS Office 365 and Microsoft Active Directory.
- Experience with enterprise antivirus solutions, including installation, configuration, and troubleshooting.
- Basic knowledge of network systems and tools, including VPN configurations, DNS, DHCP, and basic troubleshooting techniques.
- Proficient in hardware installation and troubleshooting for desktops and laptops.
- Mobile device management (MDM) experience, including support for both iOS and Android devices, installation of enterprise encryption solutions, and enforcing device security policies.
- Experience with enterprise systems like SCCM for software deployment and patch management, as well as Intune for mobile and device management.
- Familiarity with basic networking concepts, such as IP addressing, DNS, DHCP, and network troubleshooting.
- Strong analytical, troubleshooting, and problem-solving skills to quickly resolve issues and ensure systems are up and running.
- Proven ability to multi-task, prioritize work based on urgency, and meet established SLAs.
- Fluency in the local language is required; a strong command of English is essential for communicating with international teams and end users.
Desired Attributes:
- A proactive approach to learning new technologies and improving IT support processes.
- Strong communication skills to effectively interact with end users, peers, and other departments.
- Ability to work independently as well as part of a team.
- Customer service-oriented mindset, with an emphasis on providing exceptional support and resolving user issues quickly.
Key Performance Indicators (KPIs):
- Resolution of support requests within the agreed-upon SLAs.
- User satisfaction ratings and feedback on support quality.
- Successful deployment and troubleshooting of enterprise antivirus and MDM solutions.
- Efficient handling of hardware/software installation and support tasks.
- Minimal downtime and disruption for end users due to timely resolution of issues.
Working Conditions:
- This position may require travel to various office locations or remote sites to provide on-site support for end-user devices.
- Must be able to work flexible hours to accommodate urgent or out-of-hours support requests.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Information Technology
Industries: Computer and Network Security and IT Services and IT Consulting
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