Technical Support Associate (On‑Site)

About the role

The Technical Support Associate provides first‑level IT support to end users, ensuring reliable delivery of hardware, software, network, and telephony services while following ITIL best practices.

Key responsibilities

• Deliver first‑level troubleshooting for hardware, software, mobile devices, telecommunications, and network connectivity issues.
• Manage incidents and service requests through the ITSM platform, ensuring SLA compliance and proper documentation.
• Collaborate with internal teams and third‑party vendors to resolve escalated issues and identify improvement opportunities.
• Support installation, configuration, relocation, and removal of company‑provided equipment.

Required profile

• Associate’s or Bachelor’s degree in IT, Computer Science, Engineering, or equivalent experience.
• Minimum two years of experience in a Help Desk, Service Desk, or Desktop Support role.
• Strong analytical, problem‑solving, and customer‑service orientation.
• Excellent written and verbal communication skills in both English and Spanish.

Required skills

• Windows desktop environment support.
• Microsoft 365 administration.
• Identity and access management (Active Directory, Okta).
• Basic Azure administration.
• DNS, DHCP, and networking fundamentals.
• Cybersecurity basics, endpoint protection, and security incident escalation.
• Endpoint management with Microsoft Intune.
• IT Service Management concepts (Incident Management, Request Fulfillment, SLA management).