Remote IT Support Engineer | ITSM & ITIL

Supportyourapp; Santa Fe Capital; Teletrabalho; ARS 49 195 000 - 79 942 000; Tempo integral

Resumo da oferta

Assurant is seeking a Technical Support Associate to provide first-level IT support across the organization, maintaining IT infrastructure, network connectivity, and user access services. The role supports ITSM processes, incident management, and continuous service improvement following ITIL best practices.

Responsibilities include diagnosing incidents, managing tickets, and ensuring SLA compliance while collaborating with IT teams and vendors.

Qualificações

• Associate's or Bachelor's Degree in Information Technology, Computer Systems, Computer Science or Engineering, or equivalent experience.
• Two+ years in Technical Support, Help Desk, or similar IT support role.
• 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.
• Familiarity with endpoint management solutions such as Microsoft Intune.
• 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 communication in Spanish and English.

Responsabilidades

• Provide first-level support for hardware, software, telecommunications, mobile devices, and network connectivity issues.
• Troubleshoot, diagnose, and resolve routine technical incidents affecting end users and operations.
• Assist with installation, configuration, relocation, and removal of hardware and software.
• Own and track incidents and service requests through resolution per SLAs.
• Administer 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.
• Maintain excellent customer service and clear end-user communication.

Conhecimentos

Troubleshooting

Microsoft 365

Identity & Access Management

DNS & DHCP

Cybersecurity basics

Intune / Endpoint management

ITSM concepts

Incident Management & SLA

Customer service

Bilingual English/Spanish

Formação académica

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

Ferramentas

ServiceNow

Jira Service Management

Freshservice

Ivanti

ManageEngine

Descrição da oferta de emprego

Assurant is seeking a Technical Support Associate to provide first-level IT support across the organization, maintaining IT infrastructure, network connectivity, and user access services. The role supports ITSM processes, incident management, and continuous service improvement following ITIL best practices.

Responsibilities include diagnosing incidents, managing tickets, and ensuring SLA compliance while collaborating with IT teams and vendors.