Especialista en Soporte al Usuario Final

Placements24; Toluca; Hybrid; MXN 240,000 - 360,000; Full time

Benefits offered by this job

Seguro médico

Trabajo remoto

Job summary

Placements24 busca un Especialista en Soporte al Usuario Final para soporte técnico remoto desde cualquier lugar, con necesidad de asistencia para Toluca, Estado de México. Darás soporte a hardware, software y conectividad, gestionando cuentas y asesorando a usuarios con buenas prácticas.

El rol requiere al menos 2 años en IT, dominio de Windows/macOS y habilidades de comunicación para usuarios no técnicos. Trabajo remoto con coordinación ocasional en Toluca.

Qualifications

• Al menos 2 años de experiencia en soporte IT o help desk.
• Conocimiento sólido de Windows y macOS.
• Capacidad para explicar conceptos técnicos a usuarios no técnicos.

Responsibilities

• Brindar soporte técnico a usuarios finales por teléfono, correo y chat.
• Diagnosticar y resolver problemas de hardware, software y red.
• Instalar, configurar y depurar sistemas operativos y aplicaciones de escritorio.
• Gestionar cuentas, permisos y accesos de usuarios.
• Documentar incidencias y soluciones en una base de conocimiento.
• Escalar problemas a personal senior cuando sea necesario.
• Contribuir a la estabilidad de la infraestructura de TI.
• Proporcionar soporte oportuno para minimizar interrupciones.

Skills

Windows

macOS

Redes

Soporte remoto

Ticketing

Comunicación

Servicio al cliente

Resolución de problemas

Autogestión

Tools

Remote support tools

Sistemas de tickets

Microsoft 365

Google Workspace

Job description

About the Role

Our client, a prominent software development company, is seeking a highly skilled Especialista en Soporte al Usuario Final to provide remote technical assistance. This role is dedicated to supporting employees with their IT needs, ensuring the smooth operation of their workstations, software, and network connectivity. You will be responsible for diagnosing and resolving hardware and software issues, managing user accounts, and providing guidance on IT best practices. The ideal candidate is proficient in troubleshooting various technical problems, possesses excellent communication skills, and is adept at explaining technical concepts to non-technical users. This is a remote-first opportunity to join an innovative company and contribute to its technological infrastructure.

Key Responsibilities

• Provide technical support to end-users via phone, email, chat, and remote desktop tools.
• Diagnose and resolve hardware, software, and network connectivity issues.
• Install, configure, and troubleshoot desktop operating systems and applications.
• Manage user accounts, permissions, and access rights.
• Assist with the setup and deployment of new computer hardware and software.
• Document technical issues, solutions, and procedures in a knowledge base.
• Educate users on IT policies and best practices.
• Escalate unresolved issues to senior IT staff or relevant teams.
• Contribute to maintaining IT infrastructure and system stability.
• Provide timely and professional support to ensure minimal disruption to productivity.

Requirements

• Minimum of 2 years of experience in IT support or help desk roles.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with networking concepts (TCP/IP, Wi-Fi, VPN).
• Experience with troubleshooting hardware and software issues.
• Proficiency in using remote support tools and ticketing systems.
• Excellent communication and customer service skills.
• Ability to explain technical concepts clearly to non-technical users.
• Strong problem-solving and diagnostic abilities.
• Self-motivated and able to work effectively in a remote environment.
• Experience with cloud services (e.g., Microsoft 365, Google Workspace) is a plus.

Benefits

Our client offers a competitive salary, comprehensive health, dental, and vision insurance, generous paid time off, retirement savings plan, opportunities for professional development and certifications, and a vibrant, collaborative remote work culture. Enjoy the flexibility of working from home while being an integral part of a leading technology firm, based remotely with support needs for Toluca, State of Mexico .