IT Support

• 12/5 Helpdesk support
• Monitoring system support and troubleshoot problems
• Analyzing root causes of Level 1 and Level 2 malfunctions and provide resolutions
• Resolving Level 1 and Level 2 problems within the defined schedules and service level agreements
• Driving incident resolution and process improvements to minimize impact to the production environment and business partners
• Develop a support plan in order to prioritize and resolve issues
• Address customer issues promptly and accurately
• Work closely with business partners, vendors and technical groups to provide support and escalations for technical incidents
• Develop preventive measures and document issue resolution procedures

Junior IT Helpdesk Specialist – Spanish

• Provide first-level IT support (L1).
• Install, configure, and maintain endpoint IT devices, including laptops, mobile devices, and peripherals, in line with company standards and baseline configurations.
• Perform user account lifecycle and access management in accordance with access control policy.
• Support and troubleshoot IT systems, applications, and end-user environments, including Microsoft 365 services and endpoint devices (Windows, MacOS, Linux, Android and iOS)
• Support and troubleshoot network connectivity and Cisco Meraki wireless infrastructure ensuring reliable and secure access to corporate systems.
• Execute onboarding and offboarding processes.
• Log, track, and update service requests and incidents in IT service management tool.
• Escalate complex issues to senior team members.
• Support vulnerability management and patching processes, including identification, remediation, and verification.
• Monitor endpoint security tools, ensuring devices remain protected and progressively performing basic troubleshooting following training.
• Support monitoring and administration of wireless network infrastructure, ensuring availability, performance, and compliance with security standards.
• Support audit and compliance activities by preparing documentation and evidence.
• Maintain and validate IT asset inventory.
• Identify and support automation of repetitive IT processes to improve efficiency and consistency.

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Junior IT Helpdesk Specialist – Spanish

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