Agente de Soporte Tecnico / Mesa de Ayuda

Responsibilities

• Assist with first‑line user support by guiding users through steps to restore functionality.
• Troubleshoot hardware, software and connectivity issues using remote access tools.
• Escalate complex issues to 2nd and 3rd level resolver teams.
• Coordinate and fulfill end‑user service requests, including software installation and user administrative requests.
• Ensure tickets are managed to closure and keep users/clients updated on status and progress.
• Learn and comply with Service Desk policies and procedures for desktop, peripheral and connectivity/security.
• Contribute to continuous improvement of the Service Desk knowledge base.
• Deliver results in support of the organization’s SLAs.
• Assist with special projects as assigned.

Qualifications

• High School diploma or GED required.
• Generally less than 1 year of experience in the area of respo...