[XX-906] - Support Engineer Medellin (Medellín)

[XX-906] - Support Engineer Medellin (Medellín)

Provide comprehensive technical support services to the Client’s internal customers and service providers.

· Assess reported issues and work directly with Client’s service providers for escalation and timely issue resolution.

· Effectively communicate with Deskside Supervisor regarding asset management and break/fix processes.

· Effectively communicate with the Deskside Supervisor regarding any Help Desk related issues or processes.

Provide setup and support services for conference rooms.

· Follow established Asset Management processes.

· Report any potential problem cases to the Deskside Manager to foster a proactive environment.

· Perform IMAC-related tasks as assigned.





· Consult with the Deskside Manager on cases requiring high-level technical support.

· Replicate and resolve customer incidents in the software & hardware environment.

· Escalate issues to the Deskside Manager when Client Home Office personnel are needed for resolution.

· Monitor Help Desk tickets to ensure proper escalation and resolution of incidents according to SLA agreements.

· Communicate with IT Infrastructure support groups to escalate incidents and follow up on resolutions.

· Create and submit detailed call logs documenting customer interactions with accuracy and timeliness.

· Share current technical information and best practices regarding proprietary applications through knowledge channels.

· Perform customer support tasks and special projects as assigned by management.

· Coordinate with other departments to resolve reported issues.

· Utilize all support resources effectively, including emails, documentation, and contact lists.

Job Requirements

Skills

· Good/Excellent verbal and written communication skills in Spanish and English.





· Excellent teamwork skills.

· Dedication to customer service.

· Installation and configuration of desktops, laptops, printers, servers, networks, etc.

· Extensive experience managing notebooks and printers.

· Supporting Windows core technologies.

· Experience with remote control of PCs and video conferencing.

· Ensuring proper support levels for operation and maintenance.

Desired Skills (Habilidades deseadas)

- Service-oriented attitude.

- Ability to analyze and synthesize information.

- Teamwork inclination.

- Patience and concentration skills.

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Required Skill Profession

Instalación Mantenimiento Reparación

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