Job Title: Technical Support Specialist Summary: This role involves providing comprehensive technical support services to the Client's internal customers and service providers. As a key member of our team, you will be responsible for assessing reported issues, communicating with stakeholders, and resolving problems in a timely manner. Key Responsibilities: - Assess reported issues and work directly with Client's service providers for escalation and timely issue resolution. - Effectively communicate with Deskside Supervisor regarding asset management and break/fix processes. - Provide setup and support services for conference rooms. - Follow established Asset Management processes. - Report any potential problem cases to the Deskside Manager to foster a proactive environment. - Perform IMAC-related tasks as assigned. - Consult with the Deskside Manager on cases requiring high-level technical support. - Replicate and resolve customer incidents in the software & hardware environment. - Escalate issues to the Deskside Manager when Client Home Office personnel are needed for resolution. - Monitor Help Desk tickets to ensure proper escalation and resolution of incidents according to SLA agreements. - Communicate with IT Infrastructure support groups to escalate incidents and follow up on resolutions. - Create and submit detailed call logs documenting customer interactions with accuracy and timeliness. - Share current technical information and best practices regarding proprietary applications through knowledge channels. - Perform customer support tasks and special projects as assigned by management. - Coordinate with other departments to resolve reported issues. Requirements: - Good/Excellent verbal and written communication skills in Spanish and English. - Excellent teamwork skills. - Dedication to customer service. - Installation and configuration of desktops, laptops, printers, servers, networks, etc. - Extensive experience managing notebooks and printers. - Supporting Windows core technologies. - Experience with remote control of PCs and video conferencing. - Ensuring proper support levels for operation and maintenance. Desired Skills: - Service-oriented attitude. - Ability to analyze and synthesize information. - Teamwork inclination. - Patience and concentration skills.