IT Support Engineer (Latam)

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Requirements:

• 4+ years of experience in an IT Operations or IT Support role.
• Proficient in English.
• Strong oral communication skills to gather information from employees and explain technical concepts in simple language.
• Strong written communication skills to create and update technical documentation.
• AWS Cloud support knowledge.
• Okta, Slack, MDM/UEM, Office 365, Endpoint Central experience.
• Google Workspace for Business Configuration Experience.
• Excellent software and hardware troubleshooting and problem-solving skills.
• Strong MacOS and Windows configuration and troubleshooting skills.
• Proficient at IT Service Desk and Remote Desktop Support.
• Scripting experience in Bash, Python, Perl, or PowerShell.
• Strong time management skills.
• Skilled with industry-standard software and hardware management tools.

Responsibilities:

• Serve as the first point of contact for employee’s software/hardware requests and technical assistance.
• Perform remote troubleshooting and software installation.
• Escalate issues to the next level of support when necessary.
• Resolve tickets according to the established SLA’s.
• Maintain and update technical documentation in Confluence.
• Improve current processes with automation and scripting.
• Gather and analyze data to diagnose problems and fix technical issues.
• Manage and monitor laptop and desktop computer systems health.
• Manual and automated patch Management and software deployments.
• Change configurations, settings, and permissions to fix computer issues.
• Update employees on the status of their service requests.
• Log all service requests and update Jira tickets as needed.