End-User Computing Support Technician

Support Services Group; Hermosillo; On-site; MXN 190,000 - 257,000; Full time

Job summary

Support Services Group in Hermosillo, Sonora, Mexico seeks an EUC Tier 1 Support Technician to handle initial support requests, triage issues, and provide effective resolutions for simple IT problems. You will communicate technical concepts to diverse users and assist with hardware setup and maintenance in an onsite role with remote-work options.

The ideal candidate has 1–3 years in customer service or software support, strong communication skills, and experience with help desk tools and

Qualifications

• Strong communication and interpersonal skills to clearly convey technical information.
• Technical and functional skills at an intermediate to advanced level.
• Solid data gathering and analysis capabilities for issue troubleshooting.
• Adaptability and ability to handle stress in a fast-paced environment.
• Experience in a customer support role handling inquiries and tickets.
• Experience with help desk tools and remote collaboration.
• Technical troubleshooting experience across hardware/software.
• Experience using Microsoft Office tools across products.
• Experience working remotely and/or with distributed teams is a plus.
• Strong organization and self-leadership skills.

Responsibilities

• Take initial support calls, email, or ticket inquiries and triage issues.
• Troubleshoot and support network laptops/computers and basic hardware.
• Explain technical concepts to a varied audience clearly.
• Assist in setup, maintenance and repair of PC hardware and equipment distribution.
• Use ticketing system to track issues and meet SLA targets.
• Walk users through problem-solving steps and advise on workflow best practices for remote workers.
• Create and maintain knowledge base content and participate in special projects.
• Occasional travel for training or site builds; reliable transportation is expected.
• Onsite role with work-from-home opportunities as appropriate.

Skills

Strong Communication

Interpersonal skills

Technical skills

Functional skills

Data gathering

Analysis

Adaptability

Stress tolerance

Customer support

Microsoft Office

Job description

JOB TITLE: EUC Tier 1 Support Technician

DEPARTMENT: End User Computing

REPORTS TO: Senior Manager of EUC

Job Location: Hermosillo, Sonora, Mexico. (On Site)

JOB SUMMARY:

This role is responsible for taking initial technical support calls, email, or ticket inquiries and troubleshooting and managing relatively simple hardware, software or network problems, recognizing and escalating more difficult problems. Members of this team should be able to triage, consult and effectively resolve most user support issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other assignments, projects, and duties may be required:

• User account management
• Troubleshoots and supports all network laptops/computers.
• Understanding of IT principles and ability to communicates technical concepts effectively to a varied audience.
• Assists in the set-up, maintenance and repair of PC hardware & this will include distribution of equipment
• Use ticketing system to answer all issues in a timely fashion based on department SLA’s, and other methods of communication to insure proper resolution.
• Walk users through problem-solving processes and consult on workflow best practices for remote employees
• Knowledge Base content creation and cultivation, special projects, customer communications, product and tooling integration and validation, etc.
• Infrequent/occasional travel may be required for initial training and/or site builds and has reliable transportation
• This is on an onsite position with work from home opportunity

QUALIFICATIONS:

• Strong Communication, and interpersonal skills
• Intermediate to advanced technical and functional skills
• Solid data gathering and analysis
• Adaptability and stress tolerance
• Experience in a customer support role
• Experience with help desk tools
• Technology troubleshooting experience
• Experience in all Microsoft Office tools
• Experience working remotely and/or with distributed teams is a plus
• Strong Organization & self-leadership skills

Experience Required:

• 1-3 years of experience in providing customer service
• 1-3 years’ experience in software support/SaaS

PHYSICAL REQUIREMENTS:

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

While performing the duties of this job, the employee is regularly required to sit; use hands to manipulate objects, tools or controls; reach with hands and arms; and talk and hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus. Noise level in the work environment is usually quiet.

Support Services Group is an award-winning global CX solutions company who creates amazing experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.