Technical Support Specialist

hace 2 semanas

Ciudad de México, Ciudad de México Research Solutions, Inc. A tiempo completo

About the Role

The Technical Support Analyst will play a crucial part in ensuring the efficient operation of our employees' software and hardware systems. Your responsibilities will encompass a wide range of tasks focused on technical support, including managing technical support tickets, troubleshooting and resolving software and hardware problems, and providing technical assistance to end-users.

Key Responsibilities

  • Manage technical support tickets in a ticketing system, including gathering necessary information to resolve or escalate the ticket appropriately and providing detailed documentation of steps taken.
  • Troubleshoot and resolve software and hardware problems for Windows and macOS company laptops using remote desktop software.
  • Assist users with hardware-related issues by walking them through reasonable steps remotely and/or contacting the manufacturer for hardware under warranty.
  • Ensure all equipment is up to date with the latest software updates.
  • Provide technical assistance to end-users, resolving hardware and software issues.
  • Install/update approved software on company laptops.
  • Assist with administrative tasks in Microsoft 365, HubSpot, and other systems, strictly adhering to company policies and with a security-first mindset.
  • Eagerness and aptitude to learn new systems and skills on an ongoing basis as our company grows.

Requirements

  • Above average Windows 10 and 11 knowledge.
  • Above average Microsoft 365 knowledge.
  • Proficient written and verbal communication skills in English and Spanish.
  • Motivation to use downtime to learn new skills; insatiable desire to learn and improve.
  • Strong organizational skills with the ability to manage multiple tasks and priorities.
  • Detail-oriented and proactive attitude, willing to take initiative.
  • Excellent problem-solving skills and a logical approach to challenges.
  • Strong interpersonal skills, capable of working effectively in a team environment.
  • Critical thinking skills – ability to interpret tickets and information provided by users using context clues, fact-finding, existing IT procedures, and approval structure, and to take the appropriate actions to determine the most effective resolution.
  • Windows technical support experience.
  • Ability to follow instructions in English.
  • Ability to focus on tasks without becoming distracted.
  • Security mindset – perform job in a way that keeps data and hardware security foremost priority and relies on established approval guidelines.

Desired Skills

  • Experience as a Desktop Support Technician or similar role.
  • Experience working in a medium-sized business environment.
  • Strong technical skills in desktop hardware, operating systems, and software applications.
  • Familiarity with the concept of a ticketing system.
  • Outstanding interpersonal and customer service skills.
  • Ability to work independently and as part of a team.

About Research Solutions, Inc.

At Research Solutions, Inc., we provide cloud-based technologies to streamline the process of obtaining, managing, and creating intellectual property. Our company is a pioneer in developing solutions to serve researchers, and we rely on our SaaS research platform, Article Galaxy, to provide 24/7 customer support to our clients. For more information, please visit our website.

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