Helpdesk Technician

Overview:
Frost & Sullivan is currently seeking a Helpdesk Technician to support our Americas Region. The Helpdesk Technician will be a service-minded, thoughtful, positive, and helpful person. This position is curtailed as the front-line of support ensuring everyone has all the tools needed to perform their day-to-day responsibilities. In doing so, the Helpdesk Technician will be responsible for providing hands-on technical support of day-to-day desktop related issues for 60+ employees spread throughout the Latin America region with some support in North America. This job requires both the ability and desire to learn new technologies rapidly on the job as well as being dependable and self-sufficient.

**Responsibilities**:

- Remote desktop support via remote capable tools such as LogMeIn
- Provide hardware support for desktops/laptops as it relates to new/upgraded installations, configurations and troubleshooting issues
- Troubleshoot and resolve end-user hardware/software related tickets while meeting SLAs
- Track end-user trouble-tickets in ticketing system and keeping tickets current with most recent updates
- When necessary, escalate tickets to tier 2 and above
- Provide quick resolution and outstanding customer services
- Following up with end users to ensure their technical issues are resolved
- Provide feedback on how we can improve processes and make recommendations as needed
- Maintain software catalog of all installed endpoint software and keep updated
- Update relevant documents and documentations
- Perform other duties assigned by System Admin and IT Manager
- Software Support including installation and setup of the following:

- Windows 10 Operations Systems
- Microsoft Office 2010/2013
- IBM Lotus Notes eMail/Applications/SameTime
- Support for other Applications as requested

Qualifications:

- 1-3 years of technical or helpdesk experience
- Fluent in both English and Spanish
- Working knowledge of MS Office, MS Windows OS, and antivirus
- Experience with mobile devices such as phones, Android, and iOS
- Excellent communication and interpersonal skills with the ability to interact effectively with users at all levels
- Availability to work in our Buenos Aires office as needed
- IT field related certifications are desired
- Basic TCP/IP Networking and Troubleshooting understanding
- Must be able to lift and carry IT equipment weighing up to 50 pounds
- Self-motivated
- Demonstrated professionalism to maintain positive working relationships within the team and organization
- Must work exceptionally well in team-oriented problem-solving setting
- Must be resourceful in dealing with challenging issues
- Seeks to advance skills, abilities, and performance

**Benefits**:

- Annual base salary plus variable compensation plan.
- Monday-Friday 9am-6pm (flexible work schedule options available).
- Healthy Snacks.
- Healthcare Insurance OSDE 210.
- Discounts & Benefits platform.
- Meal Vouchers.

Why
**Frost & Sullivan** is important to your
**career enhancement**:

- Learn to leverages visionary innovation to address the global challenges of collapse, disruption, and transformation
- Enhance your skills to discover growth opportunities and be part of a team, that for more than 50 years, has been developing high impact growth strategies for emerging business and for the global 1000
- You will be part of a winning, global team that fosters team work and an Olympic spirit while enhancing your communication and people skills
- Encouragement to develop your intellectual curiosity and will be provided the ability to collaborate across all levels of the company across the globe
- Have a definitive career trajectory with numerous growth opportunities and career paths available to you
- Be part of a "best in class" global team that strives for excellence in work and social engagements

**About Frost & Sullivan**:
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related transformational growth opportunities that will make or break today's market participants. For more than 50 years, we have developed growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Our “Growth Partnership” supports clients by addressing these opportunities and constructs the foundation upon which visionary innovation becomes possible. This includes our 360 degree research, comprehensive industry coverage, strategy, vision, innovation and implementation.

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