Descrição da vaga
About the Opportunity
We are looking for professionals to join a global end-user support project within an expanding international framework.
This position is part of the establishment of a new global End User Support operation, serving users across different regions worldwide, with a primary focus on Europe and other locations outside of LATAM.
The environment is highly dynamic, involving frequent contact with strategic users, executives, and global teams. This requires excellent communication skills, a professional demeanor, and strong troubleshooting capabilities.
- Manage and triage tickets (incidents, service requests, and inquiries)
- Resolve Tier 1 support demands and escalate to specialized teams when necessary
- Provide remote support to users (Windows, macOS, mobile, and Microsoft 365 environments)
- Investigate and analyze technical issues
- Propose improvements to processes and service workflows
- Maintain up-to-date records and departmental controls
- Support the implementation of technical solutions in collaboration with the team
Requisitos
- Advanced/Fluent English for daily interaction in a global environment
- Minimum of 3 years of experience in IT Technical Support / End User Support
- Proven experience supporting Windows environments (workstations)
- Proficiency in Microsoft 365 / Office 365
- Support for Apple devices (macOS, iOS, MacBooks, and mobile devices)
- Experience with Active Directory and Azure / Entra ID
- Knowledge of Windows Server 2019 or higher
- Experience with MS Power Platform
- Bachelor’s degree in Information Technology or related fields
- AZ-900, MS-900, and ITIL 4 certifications
Preferred Qualifications
- Knowledge of security (encryption, antivirus)
- Experience with imaging/formatting and advanced troubleshooting
- PowerShell
- Intermediate Spanish
Additional Information
- Working Hours: Aligned with the European timezone (04:00 AM to 01:00 PM)
- Contract Type: CLT (Permanent Employee)
- Work Mode: 100% Remote
- Project Duration: Initial 6-month temporary project, with the possibility of extension based on demand and project performance
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- *Please submit your resume in English only!!