Sr Helpdesk Engineer

**Who are we?**

Fulcrum Digital is a leading business platform and digital engineering services company. We partner with global companies from diverse industries: fintech, insurance, higher education, and e-commerce.

Founded in 1999, Fulcrum Digital has 1300+ employees, empowering 100+ global clients from its facilities in the US, LATAM, Europe and India. With expertise in digital transformation, machine learning and emerging technologies, we offer a consulting-led, integrated suite of enterprise-grade software products, services, and solutions.

**The Role**:
Remote, LATAM

Contract

**What you’ll do?**
- **Over-the-Phone Support**: Deliver clear, confident, and concise technical support to users over the phone.
- ** Helpdesk Ticket System**: Manage and resolve issues using our ticketing system to ensure timely responses and resolution.**Software & Hardware Support**: Troubleshoot and resolve issues related to:

- ** MS Office, O365, and Intune**
- ** Windows 10** (installations, troubleshooting, and configuration)
- ** Mobile Devices** (Android, iOS)
- ** Laptop and Desktop Builds** (hardware and software installation)
- ** Anti-Virus** solutions
- ** Printer Installation & Troubleshooting**
- ** WIFI** and network connectivity issues
- ** Active Directory**: Manage and maintain user accounts, permissions, and password resets.
- ** VPN & Remote Support**: Assist users with VPN setup and remote access troubleshooting.
- ** Track Time Worked**: Record and submit daily working hours accurately.
- ** Network Support**: Assist with basic network troubleshooting related to printers, routers, and wireless connectivity.

**Requirements**:

- Proven experience in **over-the-phone technical support**, with the ability to convey technical information clearly to non-technical users.
- Proficiency in **MS Office, O365, Intune**, and general troubleshooting of mobile devices and software.
- Hands-on experience with **Windows 10**, **laptop/desktop builds**, and **anti-virus software**.
- Strong knowledge of **Helpdesk Ticket Systems**.
- Experience managing **Active Directory**, **VPNs**, and basic network troubleshooting (WIFI, printers, etc.).
- Ability to work in a fast-paced environment, tracking time and documenting work thoroughly.
- Excellent **communication skills** with a strong customer-service focus.
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Relevant certifications (such as CompTIA A+, Microsoft Certified Professional) are a plus.

**Nice to Have**:

- Experience with **Manage Engine Service Desk Plus**.
- Basic knowledge of **SQL** for database queries or troubleshooting.

Job Opening ID

RRF_4554

Industry

IT Services

City

FLORIDA

State/Province

Buenos Aires

Country

Argentina

Zip/Postal Code

1602