Provide comprehensive technical support services to the Client’s internal customers and service providers. · 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. · Effectively communicate with the Deskside Supervisor regarding any Help Desk related issues or 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. · Utilize all support resources effectively, including emails, documentation, and contact lists. Job Requirements Skills · 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 (Habilidades deseadas) Service-oriented attitude. Ability to analyze and synthesize information. Teamwork inclination. Patience and concentration skills. #J-18808-Ljbffr