Detalle de la Oferta

Descripción de la Oferta

Position Overview
Euronet is looking for a motivated and detail-oriented IT Support Level 1 Technician to join our IT team. The ideal candidate will have a foundational understanding of IT systems and excellent customer service skills. As a Level 1 Technician, you will be the first point of contact for IT support requests, providing front-line assistance to troubleshoot and resolve technical issues for our end-users.

Key Responsibilities
Technical Support:?Provide first-line support for hardware, software, and network issues. Troubleshoot and resolve common problems related to operating systems, applications, and IT infrastructure.
Incident Management:?Receive and log IT support requests via phone, email, and ticketing systems. Ensure requests are documented accurately and escalated to higher support levels when necessary.
User Assistance:?Assist users with technical issues, including password resets, account lockouts and user access issues; software installations, and general IT inquiries. Guide users through problem-solving steps and provide clear instructions.
Hardware Support:?Perform basic hardware repairs and maintenance, including replacing parts, troubleshooting peripheral devices, and configuring new equipment.
Software Support:?Install, configure, and update software applications. Assist with software-related issues and ensure applications are functioning correctly.
Network Support:?Help diagnose and resolve basic network connectivity issues. Assist with setting up and configuring network connections and troubleshooting network-related problems.
Documentation:?Maintain accurate records of support requests, resolutions, and user interactions. Update knowledge base articles and contribute to documentation as needed.
Customer Service:?Deliver high-quality customer service by addressing user concerns with professionalism and empathy. Ensure a positive user experience and maintain a high level of satisfaction.
Collaboration:?Work closely with other IT team members to resolve more complex issues and improve support processes. Provide feedback and suggest improvements based on user interactions.
Training and Development:?Participate in training sessions to enhance technical skills and stay current with IT trends and technologies.
Qualifications
Education:?High school diploma or equivalent required;
Experience:?Previous experience in an IT support or customer service role is advantageous. Experience with Jira or similar ticketing systems (e.g., ServiceNow, Zendesk) is a plus.
Technical Skills:?Basic understanding of IT systems, hardware, and software. Familiarity with common troubleshooting techniques and procedures.
Communication Skills:?Excellent verbal and written communication skills. Ability to convey technical information to non-technical users clearly and effectively.
Organizational Skills:?Strong organizational and multitasking abilities. Proven track record of managing priorities and meeting deadlines in a fast-paced environment.
Problem-Solving:?Analytical mindset with strong problem-solving skills. Ability to remain calm under pressure and handle challenging situations with professionalism.
Teamwork:?Ability to work collaboratively within a team and interact effectively with users and colleagues at all levels.
Computer skills
Hardware and Software: Basic knowledge of Windows and macOS operating systems. Ability to troubleshoot common hardware and software issues.
Measured by: Time taken to resolve user issues (avg. resolution time = 30 minutes).
Objective Criteria: Support 50+ users of laptops weekly.
Office365 configuration and troubleshooting: Familiarity to configure Office365 accounts and troubleshooting issues related to the Office365 suite.
Measured by: 95% issue resolution within 30 minutes.

Experiencia Requerida

Educación Superior

Educación Secundaria

Lenguajes