Soporte Tecnico

It is essential for this position to be ?lled by a leader that 1) possesses both advanced technical and exceptional interpersonal communication skills, 2) has the ability to work independently 3) brings new ideas and best-practice experience and 4) is looking for diversity in technologies supported and work environment
Receive inquiries and support requests from customers (external and internal) via telephone, email, ticketing system, and ticketing system chat feature.
Create and manage tickets in the Service Desk Queue by thorough and accurate classi?cation and documentation of reported issues, diagnostics and other research, troubleshooting steps, and resolution, or appropriately escalate within prescribed SLA and according to the established guideline.
Support desktop software such as those developed by Microsoft and Adobe, internet, and more peripheral miscellaneous software such as faxing utilities.
Manage user pro?les. • Support systems administrators, (WAN and LAN networking) by conducting initial fact ?nding and troubleshooting steps in the case of outages or performance degradation. Alert and escalate to relevant internal teams and update user(s) to resolution.
Create and maintain knowledge base entries of issues, troubleshooting steps, resolutions, and reference.