Technical Support Analyst
On-siteMontevideo, Montevideo Department, Uruguay
Job Summary
Field incoming help requests via telephone and email, documenting user identification and problem details while building rapport. Resolve technical issues with desktops, laptops, printers, and telecommunications using remote control software and vendor support. Image, configure, and maintain hardware and software including Microsoft Office, Active Directory, and Office 365. Develop user training manuals, FAQs, and procedures; evaluate resolutions to prevent future problems. Perform post-resolution follow-ups and system improvements to enhance service delivery. Work extended hours or after-hours rotations as needed for serious issues or on-call schedules.
Required Qualifications
- Associate's degree in MIS/CIS or equivalent business/industry training
- at least 3 years of equivalent on-the-job experience
- 3+ year(s) experience supporting end-user computing technical service support in a business environment
- Familiarity with ITSM tools (e.g., ServiceNow, BMC, Salesforce, or equivalent)
- Hands-on experience with IT system implementation and troubleshooting support for core Microsoft technologies, including Windows 10/11, Microsoft 365, Teams, and Active Directory
- Experience supporting remote users via VPN, RDP, and other remote access tools
- Understanding basic cybersecurity principles and ability to follow IT security policies and best practices
- Good time management and multi-tasking skills
- Ability and willingness to travel overnight occasionally for implementation and support of company locations nationwide
- Ability to work a standard five-day work week, with at least three (3) days per week onsite at a designated company location
- Flexibility to work occasionally after-hours or weekends as needed
- Ability to participate in on-call rotation schedules when necessary
- Experience working in a team-oriented, collaborative environment
- Demonstrates initiative and follow-through to ensure successful results
- Strong ability to conduct research into a wide range of computing issues as required
- Ability to absorb and retain technical information quickly
- Excellent written and oral communication skills
- Ability to present ideas in user-friendly, non-technical language
- Exceptional interpersonal skills, including rapport-building, active listening, and effective questioning techniques
- Highly self-motivated and directed
- Keen attention to detail
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Strong customer service orientation with a commitment to user satisfaction and white glove service
Desired Qualifications
- Experience with Intune, SCCM, or similar tools
- Experience supporting Mac OS
- Experience with onboarding process
- Relevant certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or ITIL Foundation
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