IT Support Analyst N1

Description

**Description and Responsibilities:** **Schedule:** Monday to Friday, from 8 a.m. to 5 p.m. **Level:** Professional **Employment Type:** Permanent – CLT **?? What You Will Do (Responsibilities)** * Provide technical support to customers via e\-mail, phone, chat, video, and video calls. * Guide customers on product installation and usage. * Explain technical procedures clearly and didactically. * Assist customers with questions related to solution functionality. * Follow processes, SLAs, and routines defined by the department. * Record support interactions and activities in internal systems. * Identify recurring problem patterns in support. * Alert internal departments, such as Sales, when recognizing that a customer’s difficulty may stem from inadequate sales explanations or misaligned expectations. * Adopt a collaborative mindset, helping the team improve processes and reduce rework. **?? How You Will Interact and Make an Impact** * Collaborate with sales and infrastructure teams to optimize processes and implement continuous improvements. * Communicate\-with end users to understand their needs and deliver personalized, efficient support. **Requirements:** **?? Essential Requirements** * Experience in N1 customer support and service roles. * Completed technical or undergraduate degree in Information Technology or related fields. * Advanced proficiency in **technical English or Spanish.** * Solid hands-on experience providing technical user support in Windows and Linux environments. **?? Technical Competencies** * Proficiency in **ticketing** and **monitoring** tools. * Knowledge of **networking** (TCP/IP, DHCP, DNS) and communication protocols. **?? Behavioral Competencies** * Ability to communicate clearly and empathetically with users of varying technical expertise. * Proactivity in identifying and resolving issues. * Organizational skills and attention to detail for efficient management of multiple tickets. * Collaborative work ethic and alignment with multidisciplinary teams. * **Benefits:** No benefits specified