21 feb
Research Solutions
Nuevo Casas Grandes
**Role**The Technical Support Analyst works towards ensuring the efficient operation of our employees' software and hardware systems.
Your responsibilities will encompass a wide range of tasks focused on technical support.
The position reports to the Technical Support Manager.
**Responsibilities**- Manage technical support tickets in Zendesk ticketing system,
including gathering necessary information to resolve or escalate the ticket appropriately and providing detailed documentation of steps taken- Troubleshoot and resolve software and hardware problems for Windows and macOS company laptops using GoToAssist remote desktop software- Assist users with hardware-related issues by walking them through reasonable steps remotely and/or contacting manufacturer for hardware under warranty- Ensure all equipment is up to date with the latest software updates.- Provide technical assistance to end-users, resolving hardware and software issues.- Install / update approved software on company laptops- Assist with administrative tasks in Microsoft 365, HubSpot, and other systems, strictly adhering to company policies and with a security-first mindset.- Eagerness and aptitude to learn new systems and skills on an ongoing basis as our company grows.
**Requirements**:- Above average Windows 10 and 11 knowledge- Above average Microsoft 365 knowledge- Proficient written and verbal communication skills in English and Spanish- Motivation to use down time to learn new skills; insatiable desire to learn and improve.- Strong organizational skills with the ability to manage multiple tasks and priorities- Detail-oriented and proactive attitude, willing to take initiative- Excellent problem-solving skills and a logical approach to challenges- Strong interpersonal skills,
capable of working effectively in a team environment- Critical thinking skills - ability to interpret tickets and information in them provided by users using context clues, fact-finding, existing IT procedures, and approval structure, and to take the appropriate actions to determine most effective resolution- Windows technical support experience- Ability to follow instructions in English- Ability to focus on tasks without becoming distracted- Security mindset - perform job in a way that keeps data and hardware security foremost priority and relies on established approval guidelines**Desired Skills**:- Experience as a Desktop Support Technician or similar role.- Experience working in a medium-sized business environment.- Familiarity with the concept of a ticketing system- Outstanding interpersonal and customer service skills.- Ability to work independently and as part of a team.
**About Research Solutions
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.