Global Remote Saas Tech Support Consultant

SupportYourApp; Santa Fe Capital; Remote; ARS 800,000 - 1,600,000; Full time

Job summary

SupportYourApp is seeking a Technical Support Associate in Argentina to provide first-level IT assistance across the organization, covering hardware, software, network, and devices. You will support ITSM processes, incident management, and SLA adherence while pursuing continuous service improvement.

Ideal candidates have an associate or bachelor's in IT and at least two years in a support role, with strong analytical and communication skills in Spanish and English.

Qualifications

• Associate's or Bachelor's degree in IT or closely related field.
• At least 2 years in a Technical Support or Help Desk role.
• Strong analytical and troubleshooting skills.
• Experience administering Microsoft 365 services.
• Experience with identity and access management (AD, Okta).
• Knowledge of DNS, DHCP, and networking fundamentals.
• Understanding cybersecurity basics and endpoint protection.
• Familiarity with Intune and device management.
• Knowledge of ITSM concepts and processes.
• Strong customer service orientation and communication in Spanish and English.
• Ability to collaborate across teams and maintain attention to detail.
• Ability to prioritize multiple tasks in a fast-paced environment.

Responsibilities

• Provide first-level hardware, software, telecommunications, mobile devices, and network support.
• Troubleshoot and resolve routine incidents affecting users and business operations.
• Respond to requests for installation, configuration, relocation, and removal of IT assets.
• Own incidents and service requests through resolution per SLAs.
• Administer and maintain ITSM processes related to Incident Management and Request Fulfillment.
• Identify recurring issues and communicate improvements to IT teams.
• Collaborate with internal teams and vendors to resolve escalations.
• Provide excellent customer service and maintain clear communication with end users.

Skills

Analytical skills

Troubleshooting

Microsoft 365

Identity Management

Active Directory

Okta

DNS

DHCP

Networking

Cybersecurity

Intune

ITSM

Incident Mgmt

Customer service

Spanish

English

Team collaboration

Education

IT degree

Job description

This position is responsible for providing first-level technical support to end users and ensuring the effective delivery of IT services across the organization. The role supports the maintenance and operation of IT infrastructure, telephony, network connectivity, hardware, software, and user access services.

The Technical Support Associate is also responsible for supporting IT Service Management (ITSM) processes, including incident management, request fulfillment, ticket administration, service level compliance, and continuous service improvement activities following ITIL best practices.

Primary Job Accountabilities/Responsibilities

• Provide first-level support for hardware, software, telecommunications, mobile devices, and network connectivity issues.
• Perform troubleshooting, diagnosis, and resolution of routine technical incidents affecting end users and business operations.
• Respond to requests for support, installation, configuration, relocation, and removal of hardware and software provided by the company.
• Own and track incidents and service requests through resolution, ensuring compliance with established Service Level Agreements (SLAs).
• Administer and maintain IT service management processes related to Incident Management and Request Fulfillment.
• Identify recurring issues, incident trends, and service improvement opportunities and communicate findings to appropriate IT teams.
• Collaborate with internal technical teams and third-party vendors to resolve escalated incidents and service requests.
• Provide excellent customer service and maintain effective communication with end users throughout the support lifecycle.

Required Experience, Skills, and Knowledge

Education

• Associate's or Bachelor's Degree in Information Technology, Computer Systems, Computer Science or Engineering, or equivalent experience.

Previous Experience

• At least two (2) years of experience in a Technical Support, Help Desk, Service Desk, Desktop Support, or similar IT support role.

Knowledge and Skills

• Strong analytical, troubleshooting, and problem-solving skills.
• Experience administering and supporting Microsoft 365 services.
• Experience with identity and access management solutions (e.g., Active Directory, Okta).
• Knowledge of DNS, DHCP, and networking fundamentals.
• Understanding of cybersecurity fundamentals, endpoint protection, phishing awareness, and security incident escalation procedures.
• Familiarity with endpoint management solutions such as Microsoft Intune, endpoint provisioning, and device compliance management.
• Knowledge of IT Service Management (ITSM) concepts and processes.
• Understanding of Incident Management, Request Fulfillment, escalation procedures, and SLA management.
• Strong customer service orientation and commitment to delivering a positive end-user experience.
• Excellent written, verbal, and interpersonal communication skills in Spanish and English.
• Ability to collaborate effectively across technical and business teams.
• Demonstrated accountability, organization, and attention to detail.

Other Requirements

• Ability to prioritize and manage multiple tasks in a fast-paced environment, while demonstrating a strong sense of urgency.