L1 Jr. Technician

Cordoba, Argentina | Posted on 02/14/2025

The Tier 1 Service Desk Technician position's primary responsibility is to provide first-level support to our clients. Additionally, this position will perform routine network systems maintenance. Work items range from desktop support to routine network and server administration.

1. IT Support relating to technical issues involving Microsoft's core business applications and operating systems
2. Support of disaster recovery solutions
3. Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
4. Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
5. Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
6. System documentation maintenance and review in HaloPSA
7. Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
8. Remotely assist clients with support needs
9. Clearly communicate the status of problems as well as the resolution
10. Exceed SLA guarantees to our clients
11. Clearly document all tasks
12. Maintain high customer satisfaction
13. Virus/Malware issues
14. Network scanning/printers
15. Desktop application and operating system management: Installation, configuration, and troubleshooting
16. Network connectivity: Wired, Wireless, DHCP, Subnets, VLANs
17. Smartphone management: Active sync, New user setup, Troubleshooting, iPhone, iPad, and Android systems
18. End-user email management: Email bounce-back troubleshooting, SPAM services, Webmail User management: Microsoft Active Directory and Exchange; Add/Change/Delete, Network file permissions, Create distribution lists, Security Group concepts
19. Backups: Management of Veeam backup software, Remote Backup Solutions, Local Backup Solutions, Restore files

1. Improve customer service, perception, and satisfaction
2. Fast turnaround of customer requests
3. Ability to work in a team and communicate effectively
4. Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource to be resolved quickly and efficiently
5. Escalate service requests that require engineer-level support
6. Understand processes in HaloPSA
7. Enter all work as service tickets into HaloPSA

Normal business hours are Monday-Friday, 8AM CST to 5PM CST.
Remote position
On-Call Rotation
TBD
Immediate start

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below represent the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

1. You are fluent in English (Listening, Speaking, and Writing) - ESSENTIAL QUALIFICATION
2. Minimum one year relevant experience working as an outside support resource or two years relevant experience working as an internal support resource
3. Cisco CCNA certifications are a plus
4. Interpersonal skills: such as communication skills, active listening, and customer-care
5. Diagnosis skills of technical issues
6. Ability to multi-task and adapt to changes quickly
7. Technical awareness: the ability to match resources to technical issues appropriately
8. Service awareness of all organization's key IT services for which support is being provided
9. Understanding of support tools, techniques, and how technology is used to provide IT services
10. Typing skills to ensure quick and accurate entry of service request details
11. Self-motivated with the ability to work in a fast-moving environment
12. Basic understanding of networking principles: Client Server Networking, TCP/IP, Routing, DNS, DHCP, the Internet, Switching
13. Basic knowledge of CAT5 wiring
14. Basic knowledge of wireless security and wireless client configuration
15. Entry-level knowledge of Active Directory
16. Azure, SharePoint, OneDrive and Office365
17. Hudu, NinjaRMM and HaloPSA
18. MikroTik, Juniper, UniFi and Cisco
19. VOIP, SIP troubleshooting and packet captures
20. Ability to perform basic user account administration
21. Basic understanding of network firewalling/security technology
22. General knowledge of server maintenance tasks: Backup software monitoring and troubleshooting, Hardware monitoring tool review, Corporate antivirus software experience. CrowdStrike Falcon preferred, Spyware removal experience
23. Ability to break problems down and use a logical process of elimination
24. Ability to research and reach proper troubleshooting options independently
25. Firm understanding of desktop hardware
26. Ability to diagnose hardware problems
27. Familiarity with desktop hardware diagnostic tools
28. Understanding of RAID
29. Firm understanding of mobile device configurations and support
30. Ability to follow detailed instructions to accomplish more complex tasks. Example: Desktop Deployment Guide
31. Ability to create detailed instructions and documentation for tasks and customer details (ESSENTIAL)

To perform the job successfully, an individual should demonstrate the following competencies:

1. Business Ethics - Treats people with respect, keeps commitments, inspires the trust of others, works with integrity and ethics, and upholds organizational values.
2. Communications - Expresses thoughts clearly in written form, articulates verbal thoughts understandably, demonstrates active listening skills, comprehends information heard, uses appropriate communication methods, and keeps others informed.
3. Conflict Resolution - Maintains calm under pressure, encourages respectful dialogue, confronts difficult situations without bias, acts within a realistic timeframe for resolution, and resolves conflicts through fair negotiation.
4. Consistency - Follows through as promised, confirms people know each other's expectations, arrives to and completes meetings on time, meets with direct reports regularly, and changes decisions rarely.
5. Cost Consciousness - Saves money without lowering the quality of service, performs within the approved budget, conserves company and customer resources, develops profitable new revenue streams, and identifies new ways to lower costs.
6. Teamwork - Contributes to a positive team effort, balances team, and individual responsibilities, listens attentively and openly to others' views, gives and sincerely accepts feedback, helps the team stay focused on key objectives, resolves team conflict before it escalates, and places the team's success above own interests.