Trilingual IT Support Specialist

hace 2 meses


Monterrey, Nuevo León, México Azka IT Consulting A tiempo completo

Azka IT Consulting is a leading firm dedicated to connecting top-tier IT professionals with businesses across Latin America and the United States.

We are currently seeking a talented IT Service Desk Agent - Portuguese.

This role encompasses a variety of responsibilities related to the IT Service Desk, including but not limited to managing incoming calls to the support center, overseeing ticket submissions to the Global Service Desk, resolving issues remotely within defined protocols, and escalating to second-level support when required.



Key Responsibilities:
  • Handle all inquiries and support requests via phone and ticketing system.
  • Provide effective solutions for M365 applications, Microsoft Windows, internet browsers, PCs, laptops, basic networking, and Active Directory.
  • Maintain a customer-centric approach while ensuring timely resolution of issues.
  • Collaborate with team members and other departments to enhance service delivery.
  • Document and track all interactions and resolutions in the ticketing system.

Qualifications:

  • Bachelor's degree in a relevant field (IT, engineering).
  • Proficient in English, Spanish, and Portuguese, both spoken and written.
  • A minimum of 2 years of experience in a service or customer support role.
  • Strong troubleshooting abilities and a foundational understanding of IT concepts.
  • Familiarity with ticketing systems, preferably BMC.
  • Excellent communication and interpersonal skills.
  • Ability to work independently as well as part of a team.
  • Willingness to work flexible hours, including weekends.
  • Organized, responsible, and a logical thinker.
  • A genuine interest in learning new technologies and processes.

Benefits:

Hybrid work model: 1 week in the office and 1 week remote.

100% payroll + performance bonuses.

Additional benefits include a year-end bonus, savings fund, grocery vouchers, mid-year bonus, and annual performance bonuses.

Contract type: Indefinite.



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