This role supports internal users by managing and responding to technical inquiries related to infrastructure, systems, applications, and network communications. The representative will screen, diagnose, and address routine issues using defined troubleshooting methods, primarily working under close supervision and within established protocols.
Key Responsibilities
- Receive and assess internal service requests via phone and internal systems
- Diagnose technical problems and perform remote troubleshooting
- Apply and document solutions to common technical issues with guidance from supervisors
- Escalate complex or unusual issues to appropriate teams
- Follow structured procedures to resolve incidents efficiently
- Report on daily activities using standardized formats
- Independently collect and organize technical data using approved methods
- Suggest process improvements based on recurring tasks and patterns
- Complete assigned duties within required timeframes
Qualifications
Candidates must be fluent in Spanish and English, with the ability to communicate technical details clearly. A foundational understanding of IT systems, standard terminology, and operational workflows is essential. The ideal candidate follows instructions accurately, works effectively under supervision, and gathers information independently using established processes.
Work Environment
This is a hybrid role with the capability to perform remote troubleshooting over the phone. While some on-site presence may be required, key support functions can be conducted remotely, offering flexibility in how services are delivered.
