We are looking for a competent Help desk L1technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the companys reputation and business.

Responsibilities:

Serve as the first point of contact for customers seeking technical assistance over the phone or email

Perform remote troubleshooting through diagnostic techniques and pertinent questions

Determine the best solution based on the issue and details provided by customers

Walk the customer through the problem-solving process

Direct unresolved issues to the next level of support personnel

Provide accurate information on IT products or services

Record events and problems and their resolution in logs

Follow-up and update customer status and information

Pass on any feedback or suggestions by customers to the appropriate internal team

Identify and suggest possible improvements on procedures

Requirements:

Bachelor of Engineering - Computer Science, Bachelor of Technology - Computer Science, Master of Computer Applications

An ITIL qualification is preferable but not essential. MCP certification would be desirable

Knowledge in ServiceNow tool would be desirable

Strong troubleshooting knowledge in Wired, Wireless and VPN Network Active Directory and Office applications.

Proven experience as a help desk technician or other customer support role (1+years of experience)

It is 24 x 7 support. The work can be busy and demanding.

Willing to work any shift especially in night shifts and also weekend shifts.

Tech savvy with working knowledge of office automation products, databases and remote control

Good understanding of computer systems, mobile devices and other tech products

Ability to diagnose and resolve basic technical issues

Proficiency in Spanish and excellent in communication skills

Customer-oriented and cool-tempered