Remote Saas Field Tech Support Engineer

Ferrovial; Santa Fe Capital; Remote; ARS 900,000 - 1,300,000; Full time

Job summary

Ferrovial is seeking a Technical Support Associate to provide first-level IT support across hardware, software, network connectivity, and telephony. The role emphasizes ITIL-aligned incident management, request fulfillment, and continuous service improvement.

The position involves handling incidents and service requests end-to-end, maintaining clear communication with end users, and collaborating with internal teams and vendors to ensure timely resolution and SLA compliance.

Qualifications

• Provide first-level support for hardware, software, telecommunications, mobile devices, and network connectivity issues.
• 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

Responsibilities

• Provide first-level support for hardware, software, telecommunications, mobile devices, and network connectivity issues.
• Troubleshoot and resolve routine technical incidents.
• Handle requests for installation, configuration, relocation, and removal of hardware/software.
• Manage incidents and service requests to meet SLAs.
• Collaborate with IT teams and vendors to resolve escalations.

Skills

Technical support

Incident management

Customer service

Troubleshooting

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