About this role
Objective:
- Provide remote IT support to End Users, handling requests received through multiple channels such as phone, email, ITSM platforms, and other support channels.
- Ensure the complete process of ticket registration, categorization, troubleshooting, resolution, and/or escalation according to established procedures.
- Document all activities, actions, and interactions within the ITSM platform during the handling of incidents and service requests.
Main Responsibilities:
- Create and maintain technical procedures and support documentation.
- Update tickets with detailed information regarding actions performed, troubleshooting steps, and resolution outcomes.
- Maintain and update the asset inventory of supported devices and equipment.
- Provide first-level technical support and troubleshooting for end-user devices and operating systems.
- Ensure adherence to service processes, quality standards, and SLA requirements.
- Escalate unresolved issues to the appropriate support teams when necessary.
- Contribute to the continuous improvement of support processes and knowledge base documentation.
Technologies:
Chrome OS
Windows 10
Windows 11
- Experience providing remote IT support to end users.
- Knowledge of Chrome OS.
- Knowledge of Windows 10 and Windows 11 operating systems.
- Experience working with ITSM tools and ticket management processes.
- Strong communication, customer service, and problem-solving skills.
- Ability to document technical procedures and user interactions accurately.
- Ability to work autonomously and manage multiple priorities.
Observations:
- Shift schedules may operate between 7:00 AM and 11:00 PM, 7 days per week (shift-based environment).
- Possibility of remote work during specific shifts, subject to compliance with service requirements and internal policies.
- Previous experience in IT Service Desk, Help Desk, or Customer Support environments is highly valued.
- Strong communication skills, initiative, and a proactive attitude are highly appreciated.
- Availability to participate in on-call support activities should be considered and agreed upon between the supplier and the consultant.