Remote L1 IT Support Engineer (Genesys & ITSM)

Smartrecruiters, Inc.

Santa Fe Capital

Remote

ARS 1,339,000 - 2,009,000

Full time

8 days ago

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Job summary

Assurant is seeking a Technical Support Associate to provide first-level IT support and ensure the delivery of IT services across the organization. The role covers hardware, software, network connectivity, and ITSM processes following ITIL practices.

You will work with internal teams and vendors to resolve incidents, maintain service levels, and deliver excellent customer service in English and Spanish. This role supports Assurant's global tech services in a dynamic environment.

Qualifications

Associate's or Bachelor's Degree in IT or related field.
At least 2 years in Technical Support or similar role.
Experience with Microsoft 365 administration.
Experience with identity and access management (AD, Okta).
Knowledge of DNS, DHCP, and networking fundamentals.
Understanding of IT security basics and endpoint protection.
Familiarity with ITSM concepts (Incidents, Requests, SLAs).
Strong English and Spanish communication skills.

Responsibilities

Provide first-level support for hardware, software, telecom, mobile devices, and network connectivity issues.
Troubleshoot and resolve routine incidents affecting end users and operations.
Respond to requests for hardware/software installation, configuration, relocation, and removal.
Own and track incidents and service requests through resolution, ensuring SLA compliance.
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.
Provide excellent customer service throughout the support lifecycle.