• Prioritising and categorizing inquiries
  
• Respond to customer support requests by following the agreed procedures and/or using available information resources and advising user
   on appropriate action
  
• Analysis and prioritization of Incidents/Service Requests in alignment with the user/customer SLA
  
• Dispatch Incidents/Service Request to the 3rd parties support teams and follow them up on behalf of the affected user
  
• As part of a global support team, ensuring compliance to the Information Security guidelines and regulations
  
• Ticket Management: Handle an average of 15-20 tickets per day (potentially more on busy days), efficiently managing multiple requests simultaneously.
  

• Troubleshooting & Resolution: Conduct initial troubleshooting steps for a wide range of technical issues, including hardware, software, and network problems, working towards resolution or escalating when necessary.
  
• Issue Identification & Escalation: Identify common issues and resolve them quickly, escalating more complex cases to Level 2 or Senior Engineers when appropriate.
  
• SLA Management: Adhere to service level agreements (SLAs), ensuring that ticket resolution times meet the expected standards, typically within a 10-15 minute response time for basic issues and within set SLAs for more complex cases.
  
• Customer Communication: Communicate effectively with end users, providing regular updates on the status of their issues and ensuring customer satisfaction throughout the resolution process.
  
• Multi-tasking & Time Management: Balance and prioritize multiple tickets, ensuring that urgent issues are addressed in a timely manner without compromising the quality of service for less critical requests.
  
• System Administration: Perform basic system administration tasks such as account management, user setup, and minor configurations.
  
• Knowledge Sharing & Collaboration: Collaborate with other team members to share knowledge, learn from more experienced engineers, and help improve the overall support process.
  

Requirements

• Fluent English and Spanish language skills are mandatory, spoken and written
  
• Good knowledge of PC hardware and software
  
• Windows OS (7 and above), Windows advanced troubleshooting
  
• MS Office and O365 administration and support for businesses
  
• Active Directory knowledge or experience
  
• 2 years of experience working in a similar service desk role is desirable
  
• Enthusiasm for continuous learning and interest in the latest technologies