IT Help Desk Specialist

hace 5 días


Buenos Aires, Buenos Aires C.F., Argentina SMS Sudamérica A tiempo completo

SMS Sudamérica is looking for a highly skilled IT Help Desk Specialist to join our team. As an L2 Service Desk Technician, you will be responsible for providing first and second line of support for business users.

You should be able to resolve 80-95% of incoming calls, tickets, and alerts with your team, and provide useful troubleshooting and communication before escalating for issues requiring level 3 support.

Responsibilities:
  1. Provide Level 1 and 2 support and excellent customer service for all business users and coworkers
  2. Respond immediately to calls, emails, messages, and tickets
  3. Take on escalations, providing guidance and training to L1 team members
  4. Effectively troubleshoot IT-related issues related to desktops, systems, and networks in multiple environments
  5. Learn to resolve >80% of incoming tickets, escalating only when you lack access or can't figure out how to solve the issue after researching
  6. Document all work done, issue/project status, and time entries on tickets throughout the day
  7. Support projects and other tasks as needed


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