SaaS Tech Support Specialist

Knowmad Mood; Santa Fe Capital; Remote; ARS 46,362,000 - 64,907,000; Full time

Job summary

Assurant is seeking a Technical Support Associate to provide first-level IT support across the organization, resolving hardware, software, and connectivity issues, and maintaining IT services in line with ITIL practices.

You will support Incident Management and Request Fulfillment, collaborate with IT teams and vendors, and ensure SLAs are met while delivering excellent customer service in Spanish and English. A two-year track record in IT support and a relevant degree are preferred.

Qualifications

• Associate's or Bachelor's Degree in Information Technology, Computer Systems, Computer Science or Engineering, or equivalent experience.
• At least two (2) years of experience in a Technical Support, Help Desk, Service Desk, Desktop Support, or similar IT support role.
• 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.
• Excellent written, verbal, and interpersonal communication skills in Spanish and English.
• Ability to collaborate effectively across technical and business teams.
• Demonstrated accountability, organization, and attention to detail.

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

Analytical skills

Troubleshooting

Microsoft 365

Identity management

Active Directory

Okta

DNS & DHCP

Cybersecurity basics

Intune

ITSM concepts

Incident management

SLA management

Spanish & English

Cross-functional collaboration

Attention to detail

Education

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

Tools

ServiceNow

Jira Service Management

Freshservice

Ivanti

ManageEngine

Power Automate

Power Apps

Copilot

Claude

Microsoft Intune

Job description

Assurant is seeking a Technical Support Associate to provide first-level IT support across the organization, resolving hardware, software, and connectivity issues, and maintaining IT services in line with ITIL practices.

You will support Incident Management and Request Fulfillment, collaborate with IT teams and vendors, and ensure SLAs are met while delivering excellent customer service in Spanish and English. A two-year track record in IT support and a relevant degree are preferred.