Remote Network Support Analyst – Cisco & Firewalls

Accenture Argentina; Santa Fe Capital; Remote; ARS 76,867,000 - 107,614,000; Full time

Job summary

Accenture Argentina is seeking a Technical Support Associate to provide first-level IT assistance to end users and ensure reliable delivery of IT services. The role covers hardware, software, networking, and access management, aligning with ITIL practices.

You will participate in incident management and request fulfillment, collaborate with internal teams and vendors, and maintain strong customer service throughout the support lifecycle. Fluency in Spanish and English is required.

Qualifications

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

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

Skills

Technical support

Microsoft 365

Identity management

DNS & DHCP

ITSM/ITIL basics

Customer service

English/Spanish

Education

Associate's or Bachelor's Degree in Information Technology, Computer Systems, Computer Science or Engineering

Tools

ServiceNow

Jira Service Management

Freshservice

Ivanti

ManageEngine

Job description

Accenture Argentina is seeking a Technical Support Associate to provide first-level IT assistance to end users and ensure reliable delivery of IT services. The role covers hardware, software, networking, and access management, aligning with ITIL practices.

You will participate in incident management and request fulfillment, collaborate with internal teams and vendors, and maintain strong customer service throughout the support lifecycle. Fluency in Spanish and English is required.