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Bilingual IT Helpdesk Tier 2 (Spanish and English)

extra holidays
Remote: 
Full Remote
Contract: 
Work from: 

Offer summary

Qualifications:

Strong IT systems knowledge, Experience in troubleshooting complex issues, Relevant certifications are a plus.

Key responsabilities:

  • Resolve escalated support tickets
  • Troubleshoot complex technical issues
  • Ensure high customer satisfaction
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CallTek XLarge https://www.calltekinc.com/
5001 - 10000 Employees
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Job description

As a Helpdesk Tier 2 Technician at Staff4Me, you will be part of a dedicated team providing technical support to our clients. You will be responsible for resolving escalated support tickets, troubleshooting complex issues, and ensuring a high level of customer satisfaction.

Key Responsibilities

  • Staff an inbound team to support property staff and vendors
  • Inbound calls, Inbound chat/email/SMS, Escalations from Call Center
  • Create case, Initial triage and troubleshooting, Intermediate troubleshooting
  • Call Types: SSID, VLAN, DHCP, Firewall, Account, 802.1x, Bandwidth limiting, Portal changes/Experience changes, Combination of immediate and future requests, Network Outages/performance complaints Escalations
  • Internet (End-user account issues, Wifi issues, Vlan issues, Speed complaints)
  • CATV (Missing/Distorted channels, Channel numbering issues, STB MACD, Upgrades/Downgrades)
  • IOT and other similar services supported.

Requirements

  • Strong knowledge of IT systems, including hardware, software, and networking.
  • Experience in troubleshooting and resolving complex technical issues.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and prioritize tasks effectively.
  • Strong problem-solving and analytical skills.
  • Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL are plus
  • Associate's or Bachelor's degree in Information Technology or related field is a plus.

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

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