Help Desk Support Specialist

hace 5 días

Santo Domingo, Nacional, República Dominicana NIT | Novos Ingeniería TIC A tiempo completo US$40,000 - US$60,000 al año

Help Desk Support Specialist

Spanish and English


ABOUT NIT

Novos Ingeniería TIC is a Managed Service Provider and Information & Communication Technologies firm, serving clients in the Dominican Republic and the United States since 2016. We act as the IT department for businesses and specialize in instant remote IT support, on-site IT support, network security, cloud migrations and IT management, and consulting.


JOB DESCRIPTION

The Helpdesk Technician L1/L2 will perform the following tasks:

  • The candidate for this position must be available from 8 AM until 6 PM Monday through Friday. Some implementations on weekends and Holidays.
  • First and second-level technical support to end-users via phone, email, remote-control sessions and on-site support.
  • Support issues will cover email, workstations, servers, printers, networks, ISPs, cloud applications, and vendor-specific hardware and software.
  • Provide customer-facing product engineering support for Office 365.
  • Provide real-time client support for faster resolution of cases.
  • Conduct research on complex cases validates cases for escalation to Backline and contributes to knowledge management initiatives.
  • Work closely with suppliers and contractors. Request quotations, RFO, etc. If needed.
  • The candidate will work directly with the CEO.


EDUCATION

Associates Degree from an accredited college or university in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.

Relevant IT Certifications: Microsoft, CompTIA, etc. is a PLUS and
NOT MANDATORY.

WORK EXPERIENCE

  • Entry-level IT or HelpDesk Support experience.


SKILLS

  • Excellent verbal and written English and Spanish communication skills.
  • Self-Starter/Self Directed individual that leads with high energy and passion for customer service.
  • Positive communication habits (people skills, listening skills).
  • The ability to understand user problems and explain technical fixes in a clear and understandable manner to users.
  • Ability to quickly troubleshoot and conduct root cause analysis.
  • MANDATORY AND VERY IMPORTANT.
    Good written, verbal & phone skills.
  • Able to work under pressure, as service calls must be responded to promptly, diagnosed quickly, and fixed within a short time frame.
  • Patience, especially in intense situations.
  • Eager and willing to help others.
  • Ability to work on a team.
  • Ability to multitask and switch between issues.
  • Strong troubleshooting skills.
  • Working knowledge of Desktops (PC and Mac), Servers, Mobile Devices, Active Directory, Microsoft Exchange, Office 365, cloud computing, databases, WAN, LAN, VPN, DHCP, DNS, TCP/IP, VOIP, Firewalls, Switches, iOS and Android devices, etc.
  • Knowledge of IT Supports ticketing systems like WHMCS, Freshdesk, OP Manager, etc.
  • Knowledge of the following applications will be a PLUS: ASANA, FRESHDESK, OP MANAGER, MS TEAMS, DISCORD, PSONO, KeePass.


EXPECTED WORKLOAD

  • Will handle 5 companies (day-to-day tasks and requests).
  • Average of 70-80 support tickets per month.
  • Average of 25 calls per week (English and Spanish).
  • Average of 15 onsite visits per month.
  • Average of 20 to 30 quotation requests per month.

PACKAGE AND BENEFITS

  • Company benefits.
  • Constant learning of different technologies and infrastructures from multiple companies.
  • IEEE Membership
  • Salary range depending on experience.

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