This role serves as a crucial first point of contact for IT service needs, offering technical assistance to clients via phone, chat, and email. The ideal candidate will manage incoming tickets, provide timely resolutions for Tier 1 requests using expert knowledge and support tools, and ensure a high level of customer satisfaction. Responsibilities include diagnosing and resolving end-user issues across various software, hardware, and network systems.

Key to this position is fluency in both Spanish and Portuguese, combined with a solid IT foundation and excellent communication skills. The role operates within a 24/7 support window, requiring flexibility and adaptability to meet client demands.

Respond promptly to user inquiries through chat, email, and phone, providing efficient technical support. Troubleshoot and resolve issues related to computer systems, networks, and other IT infrastructure. Diagnose system errors and identify underlying problems, ensuring timely follow-up to confirm complete issue resolution. Collaborate effectively with other teams and partners to address and solve customer problems. Identify opportunities for process improvements and recommend solutions to address recurring issues. Remotely access client systems to implement changes and fix technical problems. Coordinate with Level 2 support and Field Operations for ongoing query management and requests. Proactively follow up on pending tickets, ensuring all updates are recorded accurately. Act as a go-to resource, directing requesters to the appropriate stakeholders for solutions. Conduct follow-up calls to confirm ticket resolution and incident closure, ensuring a positive end-user experience.

Demonstrate exceptional oral and written communication skills, alongside strong computer proficiency for effective problem diagnosis. Possess proven experience troubleshooting OSS and BSS tools, coupled with excellent customer service aptitude. Ability to clearly communicate technical solutions to users, ensuring their satisfaction with the resolution process. Familiarity with ITSM tools is essential. Specific knowledge of various computer systems and applications relevant to diverse work environments is required.

Proficiency in MS Office, O365, Active Directory (AD), and Outlook is necessary. The role demands the ability to resolve software and hardware issues, with good presentation skills for customer interactions. Previous experience working with international clients is a mandatory requirement. Candidates must be willing to work night shifts and rotational schedules within a 24/7 operational framework, including flexible week-offs. Strong remote troubleshooting skills and a basic understanding of IT ecosystems like AD, Outlook, and ITIL are expected. The ability to escalate issues as needed and categorize/record reported queries with appropriate solutions is also vital.