Remote Bilingual Tech Support Pro — Hindi & Punjabi

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

Job summary

Whizz seeks a Technical Support Associate in Argentina to deliver first-level IT support across the organization and assist in maintaining IT infrastructure, telephony, network connectivity, hardware, software, and user access services.

Role includes ITIL-aligned ITSM processes, incident management, request fulfillment, and continuous service improvement with strong customer service focus in Spanish and English.

Qualifications

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

Responsibilities

• Provide first-level support for hardware, software, telecommunications, mobile devices, and network connectivity issues.
• Troubleshoot incidents and resolve routine IT problems for end users and operations.
• Respond to requests for installation, configuration, relocation, and removal of hardware and software.
• Own incidents and service requests through resolution, ensuring SLAs are met.
• Administer and maintain IT service management processes related to Incident Management and Request Fulfillment.
• Identify recurring issues, incident trends, and service improvements and communicate findings to IT teams.
• Collaborate with internal teams and third-party vendors to resolve escalated incidents and requests.
• Provide excellent customer service and maintain clear communication with end users throughout the support lifecycle.

Skills

Analytical thinking

Troubleshooting

Customer service

Microsoft 365

Identity and access management

DNS/DHCP networking

Cybersecurity basics

ITSM concepts

Spanish & English communication

Education

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

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.