Remote Ai-Driven Bi & Data Solutions Assistant

Ags Youth Soccer Club; Santa Fe Capital; Remote; ARS 40,181,000 - 55,635,000; Full time

Job summary

Ags Youth Soccer Club is seeking a Technical Support Associate to provide first-level IT support and manage ITSM processes. The role ensures reliable IT services across the organization, handling incidents, requests, and end-user communications.

The ideal candidate has 2+ years in IT support, strong troubleshooting, and fluency in Spanish and English. The position requires a degree in IT or related field, with a focus on delivering excellent customer service and maintaining security best

Qualifications

• Associate's or Bachelor's Degree in IT or related field.
• At least two years of experience in Technical Support or Help Desk.
• Experience administering Microsoft 365 services.
• Experience with identity and access management (AD, Okta).
• Knowledge of DNS, DHCP and networking fundamentals.
• Understanding of cybersecurity fundamentals and endpoint protection.
• Strong customer service orientation and communication in Spanish and English.

Responsibilities

• Provide first-level support for hardware, software, telecommunications, mobile devices, and network connectivity issues.
• Troubleshoot, diagnose, and resolve routine technical incidents.
• Assist with installation, configuration, relocation, and removal of hardware/software.
• Own and track incidents and service requests through resolution.
• Administer ITSM processes related to Incident Management and Request Fulfillment.
• Identify recurring issues and communicate improvements.
• Collaborate with internal teams and vendors to resolve escalated incidents.
• Provide excellent customer service and maintain communication with end users.

Skills

Analytical skills

Troubleshooting

Problem-solving

Microsoft 365

Active Directory

Okta

DNS/DHCP

Intune

ITSM concepts

SLA management

Spanish and English communication

Customer service

Education

Associate's or Bachelor's Degree in IT

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.