Job Information
Concentrix Technical I & II, IT Operations (Contractor 3-6 months) in San Salvador, El Salvador
Job Title:
Technical I & II, IT Operations (Contractor 3-6 months)
Job Description
The Technical I, IT Operations Support Technician provides end user support across the organization’s desktop, network, telephony and application(s) environment, focused primarily on Work At Home Game-Changers. The candidate will maintain, analyze, troubleshoot and repair/ computer systems, and software, as well as serve as an escalation point to ensure tickets/incidents are resolved according to SLAs. Will routinely exercise discretion and judgment in prioritizing tickets when competing priorities arise. The position requires excellent communication skills, attention to detail and problem-solving capabilities.
Key Duties and Responsibilities
Remotely troubleshooting, and supporting desktops, laptops, applications, and WIFI devices; this includes OS patch remediation, 3rd party application remediation and remote hardware troubleshooting
Use diagnostic tools to analyze, troubleshoot and resolve problems associated with network connectivity and/or workstation hardware/software
Install, configure and support all desktop applications (such as MS Office365, BigFix/SCCM software center, softphones, VPN, WIFI configuration, and firmware updates for deskside equipment.
Support a secure environment by ensuring the viability of security software tools, i.e., Cortex and Crowdstrike (or similar tools)
Support and maintain user account information including rights, security and systems groups in Active Directory
Resolve tickets within prescribed SLAs using a standard IT Service Management tool.
Partner with vendor support contacts to resolve technical issues within the desktop/laptop environment
Escalate issues and involve management and experts wherever required in order to resolve issues as quickly as possible with a sharp focus on maintaining SLAs.
Exercise discretion and judgment on matters related to ticket priority, network/WIFI stability, and similar matters related to customer satisfaction on a regular basis
Perform basic troubleshooting of soft phone issues and assist the telephony team as needed
Assist in the tracking of hardware and software inventory; escalate issues to manager as needed
Coach end users on basic software, hardware and peripheral device operation
Proactively suggest modifications and additions to desktop standards and guidelines
Qualifications and Experience Required
2-4 years supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent
Proven incident management, customer/client management, and change management experience.
Strong technical knowledge of desktop/laptop hardware and software applications
Proficient in current protocols, operating systems and standards including Windows 10 & 11
Demonstrable experience in ticket resolution using IT Service Management (ticketing) systems; experience maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards is preferred
Experience managing Active Directory at the Organization Unit level
Flexibility to work overtime as needed
CompTIA A+/Desktop+, MCSA/MCSE and/or CCNA or similar certifications preferred; Bachelor’s degree/diploma in Computer Science preferred.
Location:
El Salvador- San Salvador
Language Requirements:
Time Type:
Full time
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