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Job Description
Service desk Agent Jr (Trilingual)
Requirements:
- Proficient in Windows OS, Microsoft 365, Active Directory, remote support tools.
- Strong communicator with a passion for problem-solving and improving IT service delivery.
- Committed to maintaining SLAs and fostering positive user experiences.
- Service desk Support L1
- English
- Portuguese
- Spanish
Responsibilities:
- Open to a 24 by 7 service coverage.
- Troubleshoot and resolve technical issues (hardware, software, network, etc.).
- Escalate complex issues to higher-level support teams when necessary.
- Monitor and track incidents to ensure timely resolution within SLAs (Service Level Agreements).
- Provide first-line support via phone, e-mail, chat.
- Assist users with password resets, account unlocks, and access management.
- Process standard service requests (e.g., software installations, access permissions, equipment setup).
- Take proactive measures to address or escalate issues before they impact users.
Languages:
- English
- Portuguese
- Spanish
Location:
México (Hybrid)
****Open to a 24 by 7 service coverage