Job Description

Job Description

Job Description

Job Summary:

We are seeking a dynamic and customer-focused IT Support Specialist with a passion for technology and excellent bilingual communication skills in English and Spanish. The ideal candidate will provide comprehensive IT support to customers via phone and remote assistance tools, ensuring effective troubleshooting and timely resolution of technical issues. This role requires adherence to IT Service Management (ITSM) processes and the ability to document all actions within a Helpdesk ticketing system.

Key Responsibilities:

• Install, configure, and maintain desktop systems, peripherals, and software.
• Provide remote support and guide users through troubleshooting.
• Monitor and resolve IT tickets, keeping customers updated as per SLAs.
• Train staff on hardware and software.
• Prepare status reports and procedural documents.
• Collaborate with vendors to resolve technical issues.
• Utilize monitoring tools to track and manage customer environments.
• Assist with backup management and scheduled/unscheduled hands-on tasks.

Qualifications:

• 1+ year of call center/support experience preferred.
• Strong verbal and written communication skills in English and Spanish.
• Excellent customer service and problem-solving skills.
• Willingness to work nights, weekends, or holidays.
• Detail-oriented and able to work independently under pressure.

Technical Skills:

• Familiarity with ticketing systems.
• ITIL Foundation, CompTIA A+, and Microsoft Certifications are preferred.
• Experience in telecommunications/IT and call/data centers is a plus.

CAREERXCHANGE® is an Equal Opportunity Employer. For additional opportunities, please visit ww.careerxchange.com

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