IT Support

• Manage user mailboxes, distribution lists, and shared mailboxes in 365 Administration.
• Implement and manage MFA for users to enhance security.
• Manage provision access for all company applications, ensuring users have the appropriate permissions.
• Coordinate the onboarding process, ensuring all IT requirements are set up for new hires.
• Configure and prepare new and existing PCs for deployment, ensuring all software meets company standards.
• Install, update, and troubleshoot software applications as needed.
• Triage incoming helpdesk tickets and assign them based on priority and expertise needed.
• Resolve Level 1 to Level 2 support tickets, escalating as needed.

IT Helpdesk Technician

• Provides Tier 1 and Tier 2 support.
• Troubleshoots and resolves complex issues including:
• Supporting maintenance of hardware /software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems,
• and Assisting with resolution of Issues with network connectivity, printing and remote access to desktop equipment.
• Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
• Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.
• Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.
• Utilizes problem solving and analytical skills to effectively resolve challenging incidents.

Agente de Soporte L2 – Mesa de Ayuda

• Liderar toda la operación de back-office del servicio ProCare
• Asegurar excelencia en las operaciones de reparación, coordinación de servicio al cliente, logística y proceso de Order-to-Cash
• Supervisar equipos multifuncionales y proveedores externos
• Gerenciar el Repair Center, asegurando operaciones eficientes y de alta calidad
• Supervisar la operación del Repair Center: diagnósticos, reparaciones, pruebas, documentación, gestión de inventario
• Gestionar el proceso de Order-to-Cash: creación y validación de cotizaciones, procesamiento de pedidos, seguimiento de entregas
• Coordinar la logística de equipos entre clientes y proveedores externos
• Liderar reportes operativos y seguimiento de KPIs

Senior Technical Customer Support

• Manage onboarding and offboarding workflows including device provisioning, account setup, and access management.
• Serve as the first point of contact for IT support requests.
• Maintain device inventory and oversee MDM tooling.
• Administer SaaS tools and user permissions; audit access periodically.
• Support IT security initiatives including MFA enforcement and SSO configuration.
• Document IT processes, runbooks, and policies.
• Identify gaps in our tooling or workflows.
• Partner with Finance and HR on procurement and budget tracking for IT spend.

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IT Helpdesk Technician

Agente de Soporte L2 – Mesa de Ayuda

Senior Technical Customer Support

IT Specialist