EMPREGO

IT Help Desk Tier 1

Faxily S.A.-Montevideo, Uruguay

Montevideo | Work From Home
$50.000 to $55.000 UYU per month in-hand (Paid in USD)
Position Summary: Help Desk Tier I's entry-level IT support role, functioning as the first point of contact for users experiencing technical difficulties.
Core Responsibilities:

  • Ask specific questions to diagnose problems.
  • Guide users with simple step-by-step instructions.
  • Perform remote troubleshooting.
  • Test alternative solutions until the issue is resolved.
  • Record technical issues and solutions in tickets.
  • Escalate unresolved issues to the next level of support staff.
  • Follow up with clients to ensure their systems are functional.
  • Document customer feedback.
  • Help create technical documentation and manuals.
  • Maintain and troubleshoot LAN/WAN/VPN issues.

Performance Metrics:

  • First Call Resolution - percentage of tickets resolved without escalation.
  • Tickets Resolved per Day/Week compared to peers/targets.
  • SLA Response Time: % of tickets responded to within SLA
  • SLA Resolution Time: % of tickets resolved within SLA timelines
  • Customer Satisfaction: User survey scores after tickets are closed

Work Environment & Schedule:

  • Full-time remote position (Seven USA Paid Holidays)
  • Our 24 hours help desk includes weekends and holidays, position may require work on these days.

Experience &

Required Skills:

  • Strong customer service and communication skills.
  • A solid grasp of operating systems (like Windows), basic hardware and software troubleshooting, and familiarity with network concepts are crucial.
  • Experience using ticketing systems to log, track, and manage support requests is essential.
  • Basic Troubleshooting: Ability to diagnose and solve common technical problems efficiently.
  • Operating Systems Beyond Windows: Experience with Linux or macOS can be valuable, depending on the environment.
  • Networking Concepts: A basic understanding of networking concepts like TCP/IP, DNS, and DHCP.
  • Hands-on experience with remote support software (e.g., Screenconnect, TeamViewer).
  • Cybersecurity Awareness: Understanding of basic security practices, such as recognizing phishing attempts and implementing strong passwords.
  • Active Directory Administration: Experience with user account creation, password resets, and managing security groups within Active Directory.

Education & Certifications

  • High school diploma or (comparable experience)
  • CompTIA A+ (preferred not required)
  • Microsoft Certified: Windows server Fundamentals (preferred not required)

Career Progression

  • Help Desk Tier 2 Lead ? oversee troubleshooting of hardware/software/network issues for the Help Desk team.
  • Help Desk Tier 2 Support ? deeper troubleshooting of hardware/software/network issues
  • Service Desk Analyst ? focuses on ticket workflows, escalation, and knowledge base usage.