IT Help Desk Tier 1 - Montevideo - Faxily S.A.

Descripción

Montevideo | Work From Home

$50.000 to $55.000 UYU per month in-hand (Paid in USD)

Excellent entry level position with ProCern Technology Solutions | | Based in the Denver, Colorado area. Opportunities for career growth.

Position Summary: Help Desk Tier I's entry-level IT support role, functioning as the first point of contact for users experiencing technical difficulties.

Core Responsibilities:

• Assist clients with the installation of applications and computer peripherals (printers).
• Ask specific questions to diagnose problems.
• Guide users with simple step-by-step instructions.
• Perform remote troubleshooting.
• Test alternative solutions until the issue is resolved.
• Customize desktop applications to meet user needs.
• Record technical issues and solutions in tickets.
• Escalate unresolved issues to the next level of support staff.
• Follow up with clients to ensure their systems are functional.
• Document customer feedback.
• Help create technical documentation and manuals.
• Maintain and troubleshoot LAN/WAN/VPN issues.

Performance Metrics:

• First Call Resolution - percentage of tickets resolved without escalation.
• Tickets Resolved per Day/Week compared to peers/targets.
• SLA Response Time: % of tickets responded to within SLA
• SLA Resolution Time: % of tickets resolved within SLA timelines
• Customer Satisfaction: User survey scores after tickets are closed

Work Environment & Schedule:

• Full-time remote position (Seven USA Paid Holidays)
• Our 24 hours help desk includes weekends and holidays, position may require work on these days.

Experience & Required Skills

• Strong customer service and communication skills.
• A solid grasp of operating systems (like Windows), basic hardware and software troubleshooting, and familiarity with network concepts are crucial.
• Software & Hardware Proficiency: Ability to diagnose and resolve issues with common applications (such as Microsoft Office Suite, O365, etc.), printers, and mobile devices.
• Experience using ticketing systems to log, track, and manage support requests is essential.
• Basic Troubleshooting: Ability to diagnose and solve common technical problems efficiently.
• Operating Systems Beyond Windows: Experience with Linux or macOS can be valuable, depending on the environment.
• Networking Concepts: A basic understanding of networking concepts like TCP/IP, DNS, and DHCP.
• Hands-on experience with remote support software (e.g., Screenconnect, TeamViewer).
• Cybersecurity Awareness: Understanding of basic security practices, such as recognizing phishing attempts and implementing strong passwords.
• Active Directory Administration: Experience with user account creation, password resets, and managing security groups within Active Directory.
• Familiarity with Microsoft Office Suite (O365): Beyond basic troubleshooting, having in-depth knowledge of how these applications interact with each other and with corporate systems is beneficial.

Education & Certifications

• High school diploma or (comparable experience)
• CompTIA A+ (preferred not required)
• Microsoft Certified: Windows server Fundamentals (preferred not required)

Career Progression

• Help Desk Tier 2 Lead ? oversee troubleshooting of hardware/software/network issues for the Help Desk team.
• Help Desk Tier 2 Support ? deeper troubleshooting of hardware/software/network issues
• Service Desk Analyst ? focuses on ticket workflows, escalation, and knowledge base usage.