Remote Ai Agent Power User: Workflow Evaluator

YO AI Labs; Santa Fe Capital; Remote; ARS 900,000 - 1,200,000; Full time

Job summary

YO AI Labs is seeking a Technical Support Associate in Argentina to provide first-level IT support across hardware, software, and network systems. You will troubleshoot incidents, manage requests, and ensure SLA compliance while coordinating with internal teams and vendors.

The role requires 2+ years in a support role, a degree in IT or related field, and strong English/Spanish communication. ITSM knowledge and endpoint management experience are a plus.

Qualifications

• Two or more years of experience in technical support or help desk.
• Associate's or Bachelor's degree in IT or related field.
• Proficient in Spanish and English communication.
• Familiar with ITSM concepts and ITIL practices.

Responsibilities

• Provide first-level support for hardware, software, telecommunications, mobile devices, and network connectivity issues.
• Troubleshoot and resolve routine technical incidents affecting end users and business operations.
• Respond to requests for support, installation, configuration, relocation, and removal of hardware and software.
• Own and track incidents and service requests through resolution, ensuring SLAs.
• Administer IT service management processes related to Incident Management and Request Fulfillment.
• Collaborate with internal technical teams and third-party vendors to resolve escalated incidents.
• Provide excellent customer service and maintain effective communication with end users throughout the support lifecycle.

Skills

Analytical skills

Troubleshooting

Microsoft 365 administration

Identity and access management

DNS and networking fundamentals

Cybersecurity basics

Intune endpoint management

ITSM concepts

Spanish & English communication

Education

Associate's or Bachelor's Degree in IT / Computer Science / Engineering

Tools

Active Directory

Okta

Microsoft Intune

ServiceNow

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.