SaaS Support Engineer: Diagnostics & Escalations

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

Job summary

Assurant, a global business services company, is seeking a Technical Support Associate to deliver first-level IT support across the organization in a fast-paced environment. The role supports IT infrastructure, telephony, network, hardware, software, and user access services, while following ITIL-best practices.

Key responsibilities include incident management, request fulfillment, SLA adherence, and collaboration with internal teams and vendors to resolve escalated issues.

Qualifications

• Associate's or Bachelor's degree in Information Technology or related field.
• 2+ years in Technical Support, Help Desk, Service Desk, Desktop Support or similar IT support role.
• Experience with ITSM processes and ITIL-based practices.

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 business operations.
• Handle requests for support, installation, configuration, relocation, and removal of hardware/software.
• Own and track incidents and service requests through resolution per SLAs.
• Maintain IT service management 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 escalated incidents.

Skills

Analytical skills

Troubleshooting

Customer service

Bilingual communication (Spanish/EN)

Education

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

Tools

Microsoft 365

Active Directory

Okta

Microsoft Intune

DNS/DHCP concepts

Job description

Assurant, a global business services company, is seeking a Technical Support Associate to deliver first-level IT support across the organization in a fast-paced environment. The role supports IT infrastructure, telephony, network, hardware, software, and user access services, while following ITIL-best practices.

Key responsibilities include incident management, request fulfillment, SLA adherence, and collaboration with internal teams and vendors to resolve escalated issues.