IT Technical Support

**IT Technical Support job profile**:The Support Professional (SP) is typically a first point of contact and therefore has a key role in helping the mission goal of excellent Customer / Partner satisfaction.The Support Team must demonstrate an in-depth understanding of the features, technical proficiency, and excellent customer-facing skillsets. As part of an international support team, you will operate in a fast-paced dynamic environment united in one common passion - to be the best. With the challenges you will face in this exciting role, there will be plenty of opportunities to grow both personally and professionally.**Responsibilities**:- Make **every customer interaction a satisfying experience** through a professional, outgoing and personable attitude.- ** Resolve **customer requests, questions and complaints effectively, frequently requiring analysis of situations to determine best use of online or technical support resources- ** Serve** as liaison between the customer and the Technical Support team, escalating cases not within own skillsets up the support chain in a timely and effective manner- ** Ensures t**hat all relevant communication, documentation and files related to the case are accurately recorded in the support system- ** Provide timely & accurate status** updates to customers and relevant internal stakeholders- ** Represent** expectations, intentions, and attitudes of customers and co-workers accurately- Continuous effort to **acquire and maintain** a good knowledge of products as well as Support procedures, practices, and policies- ** Assist** in ensuring that delivered solutions are documented in Case Management System and as knowledge base articles to help make the team successful.- ** Ensures** that observed patterns of customer pain points are highlighted to the manager- ** Informs** customers of the appropriate support options that best fit the customer's needs**Professional Qualifications**:- Must exhibit excellent English and Spanish language communication skills, both in written and oral form.- Should have conversational portuguese- Experience with remote troubleshooting- Is familiar with established troubleshooting methodologies for problem-solving- Is confident of own capabilities and believes that persistence and hard work yield results- Is open-minded & shares information with others- Gives and receives constructive feedback to strive for continuous self-improvement- Able to deal with conflicts in a constructive manner and can recover from dissatisfied-customer situations- Conducts self with confidence and professionalism when speaking with all staff from immediate peers to executive management- Associate or Bachelor's degree in Computer Science, Computer Information Systems, or similar preferred- Industry Certification(s) such as Microsoft MTA, CompTIA Network+ / Security + /Server + may be accepted in lieu of university degree**Personal Skills**:- Ability to identify patterns and relationships among related technologies- Ability to break down complex technology concepts into simpler terms, and articulate them in a manner that is easy to understand to an unfamiliar person- Ability to approach problems in a holistic manner, considering impact and risk to all involved stakeholders, when proposing a solution- Experience with Windows Server 2008/2012/2016 operating systems, including identification of performance bottlenecks and general knowledge of system architecture, such as running services and processes.- Experience with IPv4 networking, including diagnosis of common errors such as connectivity errors or network congestion- Experience with Microsoft SQL Server, including making backups and monitoring general database health- Experience with enterprise-level data storage technologies including RAID, NAS, SAN, iSCSI, Fibre Channel