Ingeniero de Soporte Técnico ( El Salvador )

We are looking for an IT professional who is:

First Point of Contact for Technical Assistance

-Provide initial support to end-users experiencing issues with desktop and laptop hardware and software, as well as network-related problems.

-Assist with issues related to mobile devices and other peripherals.

Responsabilities:

First Point of Contact for Technical Assistance

-Provide initial support to end-users experiencing issues with desktop and laptop hardware and software, as well as network-related problems.

-Assist with issues related to mobile devices and other peripherals.

Troubleshooting on Windows and Mac OS Platforms

-Diagnose and resolve issues on Windows and Mac OS operating systems, as well as on mobile devices running iOS and Android.

Hardware and Software Configuration and Adjustment

-Configure and adjust desktops, laptops, hardware, software, printers, mobile phones, and peripherals according to end-user needs.

Application Installation Guidance

-Provide detailed instructions for application installation, ensuring users complete the process successfully.

Incident Documentation and Logging

-Document and log incidents and service requests in the internal ticket management system, including their respective resolutions.

EscalEscalate complex or unresolved issues to higher-level support staff.

Creation of Technical Documentation 

-Assist in creating technical documentation and manuals (knowledge base - KB) for recurring or known issues.

Imaging and Deployment of Equipment

-Create images and deploy laptops, desktops, and tablets to end-users, ensuring their proper functioning.

Asset Management

-Oversee hardware stock levels, track assets, and manage their receipt, preparation, and shipping.

Office Move Coordination

-Plan and coordinate office moves, ensuring that technological equipment and devices are relocated properly.

Specialized Support for VIPs (White Glove Support)

-Provide specialized support for VIP users, ensuring quick issue resolution, proactive device monitoring, and health checks.

-Offer personalized training on new tools and applications for executives and provide exclusive onboarding processes.

Academic Training

Computer Systems Engineering, telecommunications engineer or related career.

Profile requirements:

-Provide technical support to internal users both onsite and remotely, resolving issues related to hardware, software, networks, and access permissions.

-Experience managing monthly patch and patch deployments through WSUS, ensuring compliance with internal SLAs and security baselines.

-Knowledge of managed Microsoft environments, including Windows Server, Active Directory and Group Policy, user account management, security policies, and shared resources.

-Experience in IMAC tasks (Installations, Moves, Additions and Changes), configuring workstations, printers and other peripherals.

-In-depth and current knowledge of computer programs and hardware.

-Proficiency in customer relationship management (CRM) and task management s-

-Exceptional analytical and problem-solving skills.

-Advanced collaboration, communication, and interpersonal skills.

Requirements: 

Location: MQG4+4HP, Deininger Boulevard, El Salvador

 Hours: 8 AM to 6 PM

Work: On site

Experience: 4 to 7 years.

English: intermediate