Role: Associate- Technical Support

Location: Sao Paulo, Brazil

Languages required: Portuguese+Spanish+English

Salary: BRL R$ 2450/month

Responsibilities:

• Technical support by ticket to ensure closure according to ITIL incident management process.

• Follow-up/update of tickets for each call to ensure timely closure.

• Ownership of calls and tickets, directing for resolution and communication with the customer.

• Carry out the incident management lifecycle process, starting with incident registration to call closure and customer satisfaction survey.

• Troubleshooting application support issues

• Troubleshooting printers

• Troubleshooting VPN software and collaboration tools

• Troubleshooting password reset tools and remote control tools

• Troubleshooting MS Windows and Office, desktops, laptops, and networks

Qualifications:

Experience – Essential

• Understanding of computer systems

• Experience working in a 24/7 environment.

Experience – Desired

• 1-2 years of experience in a similar role.

• Experience in Desktop support, application support

• Exposure to ITSM ticketing tools (e.g. SN0W)

Skills and knowledge

• Excellent verbal and written communication skills.