System Support Technician

Role Purpose

The Systems Support Technician will be responsible for providing technical assistance to users across the organization, ensuring the timely handling, tracking, and resolution of incidents related to the technology used within the company. In addition, this role will support training, documentation, and local and regional technology initiatives.

Key Responsibilities

• Act as a liaison between business areas and regional technical teams to support requests and specialized technical needs.
• Manage service requests and incidents assigned through the ticketing tool, ensuring timely follow-up and resolution within established service levels.
• Provide support for incidents related to base software, including Windows operating systems, Microsoft Office, OneDrive, Microsoft Teams, antivirus, and security agents.
• Address hardware issues and requests for equipment or accessories.
• Provide support for LAN, Wi-Fi, and VPN connectivity, as well as access and permissions to network resources.
• Support printing systems and mobile and fixed telephony.
• Keep the computer inventory and installed software up to date in accordance with company standards and release cycles.
• Monitor critical office infrastructure and escalate incidents promptly to regional technical teams.
• Support technical testing related to changes, infrastructure implementations, and technology projects.
• Assist business users in properly channeling their technical requests.
• Track operational metrics related to the day-to-day activities of the area.
• Participate in local and regional project meetings, representing the country operation.
• Document technical procedures, instructions, and guidelines for the area.

Requirements

• Strong knowledge of Windows, Microsoft Office, OneDrive, and Microsoft Teams support.
• Two (2) to three (3) years of experience in information technology.
• Experience diagnosing and resolving hardware, software, and connectivity issues.
• Basic knowledge of LAN, Wi-Fi, and VPN networks, as well as Active Directory and shared resource permissions.
• Proficiency in ticketing and service management tools.
• Ability to document processes and prepare technical instructions.
• Strong communication skills, customer orientation, and teamwork.
• Analytical skills, organization, and ability to manage multiple requests.
• Ability to work independently and without supervision.
• Ability to work in a collaborative team environment.
• Advanced knowledge of the structure and content of both English and Spanish.
• Two to three years of experience in information technology.
• Bachelor’s degree in Computer Science, Information Technology, or a related field.

Experience

• Experience supporting office infrastructure.
• Knowledge of information security and endpoint protection tools.
• Experience in corporate environments with regional support.
• Experience managing service indicators and operational metrics.