01 mar
SDI International Corp. LATAM
Vicente López
The IT Helpdesk Support level 2+ is a customer-focused individual that has a passion for providing exceptional technical support and troubleshooting assistance to end-users. This role is responsible for providing second level technical support to end-users as well as maintenance, operation, and configuration of the desktop, laptop, mobile, and peripheral device infrastructure within the organization. This individual troubleshoots and resolves high level computer, application, system, device, access, and/or performance issues.
They use established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research,
troubleshoot, and deliver solutions. Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates high complexity problems as needed to achieve issue resolution. Fulfills all service level standards for response time and quality.
Essential Duties and Responsibilities:
Hardware and Software Support:
1. Install and configure hardware and software components.
2. Troubleshoot and repair laptop hardware issues.
3. Replace damaged hardware components.
4. Upgrade systems to ensure software compatibility.
User Support:
1. Provide information and support to end-users with high complexity issues.
2. Assist with account setup and software installations.
3. Guide users through complex technical issues.
4. Provide information and support to level 1 technicians as first point of escalation.
Relationship Management:
1. Maintain positive relationships with employees and departments.
2. Be the escalation point of contact for IT support within the company.
3.
Escalate high complexity items as needed to the support manager.
Required Qualifications:
1. Bachelor’s degree in computer science or related field, or relevant experience in lieu of a degree.
2. Advanced experience and knowledge with MS365 applications.
3. Advanced experience in Cloud Computing.
4. B2 Minimum English level (oral, written).
5. Comfortable in learning new systems.
6. Ability to adapt to a changing environment and be proactive.
7. Minimum of 3 Years experience working within a support technology role.
8. Advanced experience in Azure management.
9. Advanced experience in Intune management.
10. Advanced Knowledge of Azure Active Directory (Entra ID).
11. Good Knowledge of service desk applications and incident management environments.
12. Excellent interpersonal, communication, and organizational skills.
13. Advanced Knowledge of IT Cloud Security and best practices.
14. Experience troubleshooting via remote access tools.
Preferred Qualifications:
1. Capable of explaining technical information to different types of individuals.
2. Knowledge of Cisco Security enterprise applications.
3. Knowledge of IT standards (ITIL) and Information security best practices, such as NIST 800-171, SOC2 Type II.
4. Knowledge of Microsoft Purview.
5. Knowledge in AI.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology and Customer Service
Industries
Business Consulting and Services
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