SaaS Field Tech Support Engineer | ITIL & ITSM Focus

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

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.