Product Support & Enablement Specialist

Culturesuite; Santa Fe Capital; On-site; ARS 600,000 - 900,000; Full time

Job summary

CultureSuite is hiring a Technical Support Associate to provide first-level IT support across the organization. You will handle incidents, manage hardware and software requests, and ensure service delivery aligned with ITIL processes.

The role requires 2+ years in IT support, strong analytical skills, and experience with Microsoft 365, AD/Okta, and Intune. Fluency in English and Spanish is essential, with a focus on customer service and cross-team collaboration.

Qualifications

• Associate's or Bachelor's degree in IT, CS, or Engineering or equivalent experience.
• 2+ years in technical support, help desk, or similar IT roles.
• Strong analytical and problem-solving skills.
• Experience with Microsoft 365 services administration.
• Knowledge of identity and access management (AD, Okta).
• Knowledge of DNS, DHCP and networking fundamentals.
• Understanding of cybersecurity basics and incident escalation.
• Familiarity with ITSM concepts and incident management processes.
• Excellent written and spoken communication in English and Spanish.

Responsibilities

• Provide first-level technical support for hardware, software, telecommunication, mobile devices, and network issues.
• Troubleshoot, diagnose, and resolve routine IT incidents affecting end users and operations.
• Handle requests for hardware/software installation, configuration, relocation, and removal.
• Own incidents/requests through SLA-compatible resolution and ticket closure.
• Support 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 escalated tickets.
• Maintain excellent customer service and clear user communication throughout the lifecycle.

Skills

Analytical & troubleshooting

Microsoft 365 administration

Identity & access management

DNS/DHCP networking basics

Cybersecurity fundamentals

ITIL/ITSM knowledge

Customer service orientation

Education

Associate's or Bachelor's Degree in IT/CS/Engineering

Tools

Microsoft 365

Active Directory

Okta

Microsoft Intune

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.