Service Desk

We are looking for a competent Help desk L1 technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the company's reputation and business. Responsibilities: Serve as the first point of contact for customers seeking technical assistance over the phone or email Perform remote troubleshooting through diagnostic techniques and pertinent questions Determine the best solution based on the issue and details provided by customers Walk the customer through the problem-solving process Direct unresolved issues to the next level of support personnel Provide accurate information on IT products or services Record events and problems and their resolution in logs Follow-up and update customer status and information Pass on any feedback or suggestions by customers to the appropriate internal team Identify and suggest possible improvements on procedures Requirements: Bachelor of Engineering - Computer Science, Bachelor of Technology - Computer Science, Master of Computer Applications An ITIL qualification is preferable but not essential. MCP certification would be desirable Knowledge in ServiceNow tool would be desirable Strong troubleshooting knowledge in Wired, Wireless and VPN Network Active Directory and Office applications. Proven experience as a help desk technician or other customer support role (1+years of experience) It is 24 x 7 support. The work can be busy and demanding. Willing to work any shift especially in night shifts and also weekend shifts. Tech savvy with working knowledge of office automation products, databases and remote control Good understanding of computer systems, mobile devices and other tech products Ability to diagnose and resolve basic technical issues Proficiency in Spanish and excellent in communication skills Customer-oriented and cool-tempered