IT Service Desk Engineer

At GBH, we don't just do tech, we live it, breathe it, and build it with purpose.

We're the dreamers, the builders, the strategists who turn ideas into digital experiences that matter. Whether it's crafting seamless mobile and web apps, unlocking insights through big data, or rethinking tech strategies, we do it all with impact in mind and belonging at heart.

We're Geared for Impact. Built for Belonging. And always ready for what's next.

Role Overview

We're looking for an IT Service Desk (Mid) to help us guarantee the integrity of the information associated with the assigned cases. You will be responsible for meeting the expectations of our customers through expert and comprehensive technical assistance. You will work autonomously in solving technical support cases, networks, and assigned work in projects.

In this role, you will be part of the ServiceDesk team. ServiceDesk takes care of the monitoring, proactive actions, and best practices, maintaining health status from a client-wide perspective. The IT Service Desk's primary focus is to satisfy customer expectations, ensuring clear communication with the client.

You will have the opportunity to collaborate with a talented and diverse team, embrace innovative solutions, and grow professionally. We are committed to fostering a supportive and inclusive work environment where everyone can thrive. Join us and let's GBH together.

You will be responsible for:

• Provide support to users regarding failures in their computer equipment, as well as software failures.
• Assist users with the installation of physical or peripheral equipment.
• Assist users with the installation of software on their computers for their work.
• Installation or reinstallation of the operating system on computers, as well as user programs.
• Give preventive physical maintenance to users' equipment.
• Assist with the monitoring of the client equipment administration platform.
• Collect information about equipment in the customer's location.
• Make suggestions for improvements to customers' equipment.
• Generate a physical report of the cases attended to. This is in cases where the client is visited to assist users.
• Settle cases in the ticket system. Create them, if they are not, document them, and close them once finished.
• Maintain a good SLA in assigned cases.

Requirements

• You possess strong problem-solving skills
• You have excellent interpersonal and communication skills.
• Good task management and multi-tasking skills.
• Advanced English skills are highly desirable.
• Knowledge of basic network configuration in user equipment.
• Knowledge in the equipment monitoring platform and, in case,the tracking platform (ticket system).
• Remote assistance platform management.
• High work ethic orientation, self-motivation, and ability to work multiple cases.
• Graduated or senior student of BS in Information Technology, Network Technologist, or equivalent experience in similar roles.
• At least +3 years of working experience providing technological assistance of some kind.
• Mastery of technological tools MS Office (Word, Excel, PowerPoint, Outlook), Skype.

Benefits

Why Join GBH?

• Our Amazing Team:
  We're a company that empowers people. Instead of rules, we have three company values to let you do what you do best. You're free to be passionate, innovative, collaborative, live a life of integrity, care for those you work with, and delight our customers.
• Our Culture:
  A friendly, fast-paced, and inclusive environment. We rely on an open and empathetic culture that constantly promotes the growth of our team.
• Learning & Development:
  We do our best to set the best baselines to accelerate your career.
• Benefits & Rewards:
  We strive to offer competitive, unbiased, and fair rewards for all our people. We empower you to manage your own time and promote flexible working opportunities, along with family-friendly policies.