Proficient in Windows OS, Microsoft 365, Active Directory, remote support tools. Strong communicator with a passion for problem-solving and improving IT service delivery. Committed to maintaining SLAs and fostering positive user experiences. Service desk Support L1 English Portuguese Spanish
Responsibilities:
Open to a 24 by 7 service coverage. Troubleshoot and resolve technical issues (hardware, software, network, etc.). Escalate complex issues to higher-level support teams when necessary. Monitor and track incidents to ensure timely resolution within SLAs (Service Level Agreements). Provide first-line support via phone, e-mail, chat. Assist users with password resets, account unlocks, and access management. Process standard service requests (e.g., software installations, access permissions, equipment setup). Take proactive measures to add...