First‑Line IT Support Pro — Service Desk & ITSM

Caribbean American Property Insurance Company

San Juan (PR)

On-site

USD 52,000 - 72,000

Full time

14 days+

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Job summary

Assurant is seeking a Technical Support Associate to provide first-level IT support, covering hardware, software, network, and identity access management. You will work to resolve incidents per SLAs while collaborating with IT teams and vendors to improve services.

Strong communication in English and Spanish is required, with a focus on customer service and process adherence. Minimum two years in a help desk or similar IT support role, plus a degree in IT/CS/Engineering or equivalent experience,

Qualifications

Degree in IT/CS/Engineering or equivalent experience.
Minimum 2 years in Technical Support or Help Desk.
Experience with Windows desktop environments and Microsoft 365 services.
Experience with identity and access management (AD, Okta).
Basic Microsoft Azure administration knowledge.
Networking fundamentals: DNS, DHCP.
Understanding of cybersecurity fundamentals and endpoint protection.
Familiarity with ITSM concepts (Incident Management, Request Fulfillment, SLA).
Bilingual: English and Spanish written and spoken.
Strong customer service orientation and collaborative mindset.

Responsibilities

Provide first-level support for hardware, software, telephony, and network issues.
Troubleshoot and resolve routine technical incidents affecting users.
Handle requests for installation, configuration, relocation, and removal of IT assets.
Own and track incidents through resolution per SLAs.
Administer ITSM processes: Incident Management and Request Fulfillment.
Identify recurring issues and suggest service improvements.
Collaborate with IT teams and vendors to resolve escalated items.
Maintain excellent end-user communication throughout the support lifecycle.