Remote IT Support Engineer - SLA-Driven ITSM

Ciklum; Santa Fe Capital; Remote; ARS 46,339,000 - 69,509,000; Full time

Job summary

Assurant is seeking a Technical Support Associate to provide first-level IT support across the organization, handling hardware, software, network connectivity, and user access issues. The role requires ITSM process involvement, incident management, and SLA adherence.

The candidate should have 2+ years in IT support, knowledge of Microsoft 365, Active Directory, DNS/DHCP, and endpoint management. Strong customer service and bilingual English/Spanish communication are preferred.

Qualifications

• Associate's or Bachelor's Degree in Information Technology, Computer Science, Engineering, or equivalent experience.
• 2+ years in Technical Support/Help Desk/Desktop Support or similar IT role.

Responsibilities

• 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.
• Respond to support requests for installation, configuration, relocation, and removal of company-provided hardware/software.
• Own and track incidents and service requests through resolution with SLAs.
• Administer ITSM processes related to Incident Management and Request Fulfillment.
• Identify recurring issues and communicate findings to IT teams for service improvements.
• Collaborate with internal teams and vendors to resolve escalations.
• Maintain excellent customer service and end-user communication throughout the support lifecycle.

Skills

Analytical skills

Troubleshooting

Microsoft 365

Identity and access management (AD/Ok"

Education

Associate's or Bachelor's Degree in IT or related field

Tools

ITSM tools (ServiceNow/Jira/Freshservice)

Active Directory

DNS/DHCP networking

Intune/MDM

Job description

Assurant is seeking a Technical Support Associate to provide first-level IT support across the organization, handling hardware, software, network connectivity, and user access issues. The role requires ITSM process involvement, incident management, and SLA adherence.

The candidate should have 2+ years in IT support, knowledge of Microsoft 365, Active Directory, DNS/DHCP, and endpoint management. Strong customer service and bilingual English/Spanish communication are preferred.