IT Support

• Own a high-volume ticket queue — respond, troubleshoot, and resolve end-user issues within client SLA requirements.
• Support end users via phone, email, chat, and remote access tools across a diverse portfolio of business clients.
• Troubleshoot Windows OS, Microsoft 365, printers, network connectivity, VPN, and cloud application issues.
• Create and maintain accurate ticket records in the PSA system, ensuring full documentation of steps taken and outcomes.
• Handle user account administration in Active Directory, Azure AD, and Microsoft 365 Admin Center.
• Escalate unresolved or high-severity issues to senior engineers promptly with detailed context.
• Assist with client onboarding/offboarding: provisioning devices, configuring email, and managing access.
• Identify recurring problems and proactively suggest process improvements or knowledge base articles.

Help Desk Analyst – MSP

• Brindar atención técnica remota diaria a clientes para resolver necesidades de funcionamiento en equipos Videojet dentro de plantas de producción.
• Gestionar de principio a fin cada caso técnico, desde la recepción y priorización de llamadas hasta la resolución remota, cierre del caso o solicitud de despacho técnico en campo.
• Monitorear equipos conectados a través del sistema remoto de Videojet, generando históricos y bitácoras de eventos.
• Identificar fallas recurrentes y elaborar reportes semanales de actividad por modelo, ubicación y cliente para proponer contramedidas.
• Interactuar con escalamiento global para atender fallas identificadas como alarma y obtener una solución expedita.
• Trabajar de forma colaborativa con distintas áreas para apoyar objetivos relacionados con venta de piezas, equipos y consumibles, con base en el análisis del comportamiento de fallas reportadas en campo.
• Retroalimentar a personal técnico y gerencias de servicio sobre casos específicos identificados en campo para el desarrollo de contramedidas.

Technical Customer Support

• **Role Purpose**
• The IT Support Administrator manages IT systems administration tasks alongside end-user support at Omilia, taking ownership of platform configurations, access management, and systems health monitoring. The role bridges IT support delivery with IT administration responsibilities, ensuring both end-user needs and back-end IT systems are maintained to a high standard.
• **Accountabilities**
• - Owns assigned IT systems administration tasks including user account management, access provisioning, and SaaS platform configuration.
• - Accountable for resolving IT support requests within SLA and maintaining accurate IT documentation.
• - Responsible for systems health monitoring, patch compliance, and endpoint security within assigned scope.
• - Contributes to IT process documentation and continuous improvement of IT operations workflows.
• **Key Responsibilities**
• - Administer identity and access management systems: user account creation, SSO configuration, and access reviews.
• - Manage SaaS application administration including Google Workspace, Microsoft 365, Okta, and collaboration tools.
• - Handle IT support escalations from Tier-1 and manage complex hardware/software troubleshooting.
• - Monitor IT systems health, apply patches, and ensure endpoint compliance with Omilia's security policies.
• - Manage IT asset lifecycle: procurement tracking, provisioning, maintenance, and disposal.
• - Design and maintain IT operations runbooks, onboarding/offboarding procedures, and knowledge base articles.
• - Support IT security audits and contribute to compliance evidence collection.
• - Collaborate with IT Support Engineers on escalated tickets and process improvement initiatives.

IT Support Administrator

• Design, develop, and implement features for Honeywell's Smart Virtual Assistant, ensuring high performance and responsiveness.
• Collaborate with cross-functional teams to gather requirements and define project scope for new functionalities.
• Conduct troubleshooting and debugging to resolve issues and enhance the overall user experience.

Senior IT Engineer

• Coordinate and execute all activities related to employee onboarding and offboarding
• Provision accounts across M365, OKTA, and business apps for new hires
• Assign and recover equipment following onboarding/offboarding checklists
• Maintain an up-to-date inventory of laptops, peripherals, and accessories
• Coordinate repairs, replacements, and shipping/receiving logistics with vendors and WeWork locations
• Support the tracking and control of SaaS systems licensing (M365, Zoom, Adobe, and others)
• Handle L1/L2 support tickets: device setup, connectivity troubleshooting, video conferencing, and system access requests
• Collaborate with the rest of the IT team on endpoint management projects (Intune, Jamf Pro) and OKTA access workflows
• Track and follow up on tasks in Microsoft Planner — collectively supporting employees across all global offices

IT Support Specialist

• Manage user mailboxes, distribution lists, and shared mailboxes.
• Implement and manage MFA for users to enhance security.
• Manage provision access for all company applications, ensuring users have the appropriate permissions.
• Maintain records of access levels and update them based on role changes or organizational requirements.
• 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 and configurations meet company standards.
• Install, update, and troubleshoot software applications as needed.
• Ensure all software licenses are managed and compliant with company policies.
• Provide support and training for end users on the effective use of software applications.
• Triage incoming helpdesk tickets and assign them based on priority and expertise needed.
• Monitor ticket queues and escalate issues as needed to ensure timely resolution.
• Resolve Level 1 to Level 2 support tickets, ranging from basic troubleshooting to more complex IT issues.

IT Helpdesk Technician

• Identify interactions that pose reputational or brand risk.
• Serve as the central Digital Help Desk lead for all Digital communication channels, providing technical guidance and escalation support.
• Align, maintain, and continuously improve Digital SOPs, workflows, and KCS documentation to ensure operational consistency and scalability.
• Act as a liaison between Digital agents, leadership, and cross-functional partners, ensuring clarity and alignment.
• Manage ROS communication cycles, translating leadership updates into clear Digital team execution.
• Monitor escalations, trends, and recurring issues to drive training initiatives and Digital CX improvement projects.
• Periodically review resolved escalations to ensure correct resolution, proper tone, and brand alignment.
• Act as a subject matter expert for digital support systems (e.g. Khoros), supporting agents with platform usage, workflows, and best practices.

Digital Communications Help Desk

• Experiencia en la administración de mesa de ayuda y supervisión para la provisión de soporte técnico a los clientes de manera oportuna y precisa.
• Establecer estándares de servicio al cliente y las mejores prácticas a lo largo de todo el proceso de soporte técnico Seguimiento con los clientes para identificar áreas de mejora.
• Desarrollar informes regulares sobre la productividad del equipo.
• Entrena y apoyar a los analistas de la mesa de ayuda.

Help Desk Lead

• Giving IT support to client administrators and end-users, focusing on phone services support and configuration changes.
• Communication may be through phone, email or chat.
• Collaborating with other team members to ensure customer success before and after sales.
• Handling ticket requests.

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