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Service Desk Guatemala

Remote: 
Full Remote
Contract: 
Full time
Experience: 
Junior (1-2 years)
Work from: 
United States

Offer summary

Qualifications:

University studies in Systems Engineering, Computer Science or related field (preferred), Minimum 1 year experience in service desk or technical support role, Experience with service desk software (e.g., ServiceNow, Jira Service Desk), Knowledge of Windows operating systems and Microsoft Office, Understanding of network troubleshooting.

Key responsabilities:

  • Provide technical support to users for hardware, software, and network issues
  • Diagnose and resolve technical problems, escalating complex ones as needed
  • Manage multiple support requests and ensure compliance with SLAs
  • Monitor and report service desk metrics like response times
  • Install, configure, and update software applications and operating systems
EZCORP logo
EZCORP Financial Services XLarge https://www.ezcorp.com/
5001 - 10000 Employees
About EZCORP
Formed with 16 pawn stores in 1989, EZCORP has grown into a leading provider of pawn loans in the United States and Latin America. At our pawn stores, we also sell merchandise, primarily collateral forfeited from pawn lending operations and used merchandise purchased from customers. We are dedicated to satisfying the short- term cash needs of consumers who are both cash and credit constrained and providing an industry-leading customer experience. We provide numerous convenient options to obtain short-term cash, including non-recourse pawn loans collateralized by personal property. We also sell pre-owned merchandise to consumers seeking good value. Headquartered in Austin, Texas, EZCORP is traded on NASDAQ under the ticker symbol EZPW. We want you to join us for a career – not a job. At EZCORP we are looking for Team Members to lead the way today and to step into greater roles tomorrow. When you bring us your passion for service excellence, we’ll provide development and career paths to enhance your skills in a fun and fast paced environment that comes with competitive pay, generous bonus potential and great benefits! At EZCORP, we are committed to fostering an environment that values diversity, inclusion, and development for all. This commitment includes providing equal access to, and participation in, employment opportunities, programs, and services without regard to race, creed, religion, color, national origin, disability, gender, sexual orientation, gender identity, veteran status, or age. We celebrate our Team Members’ differences, experiences, and beliefs. Our dedication to promoting diversity, inclusion and equal opportunity is critical to ensuring that EZCORP can attract and retain talent with the skills and abilities to lead the way today and to step into greater roles tomorrow.
See more EZCORP offers

Job description

At EZCORP we are a growing team focused on creating and changing the pawn industry as we know it today. We believe that our platform enabled lending and e-commerce solutions will revolutionize our ability to attract, engage and service our customers across the United States, Mexico and Latin America.

Join us now for an opportunity to be a part of a team that wants to provide access to short-term cash for every person – everywhere!

The Company:

Founded in Austin in 1989, EZCORP has grown into a leading provider of pawn loans in the United States, Mexico and Latin America. We are dedicated to satisfying the short-term cash needs of consumers who are both cash and credit constrained and providing an industry-leading customer experience.

What’s in it for you:

Ground Floor opportunity with EZCORP, a company with a start-up, purpose-driven mentality where innovative and agile problem solving are part of our DNA along with competitive compensation and benefits.

Address:

Guatemala

Es responsable de brindar soporte técnico y asistencia a los usuarios, garantizando el funcionamiento eficiente de los sistemas de TI. Este rol incluye la resolución de problemas de hardware, software y redes, respondiendo a solicitudes de servicio y asegurando que los servicios de TI cumplan con las necesidades del usuario.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Soporte a usuarios:

  • Responder y resolver consultas de los usuarios relacionadas con problemas de software, hardware y red.
  • Brindar asistencia técnica de manera oportuna y precisa para minimizar las interrupciones en las actividades de los usuarios.

Resolución de problemas:

  • Diagnosticar y solucionar problemas técnicos relacionados con computadoras, impresoras y otros equipos de IT.
  • Escalar problemas complejos a equipos técnicos de mayor nivel cuando sea necesario.

Gestión de incidentes:

  • Priorizar y gestionar múltiples problemas y solicitudes de soporte simultáneamente, asegurando el cumplimiento de los acuerdos de nivel de servicio (SLAs).
  • Monitorear y reportar métricas de la mesa de servicio, como tiempos de respuesta y tasas de resolución.

Instalación y actualización de software:

  • Instalar, configurar y actualizar aplicaciones de software y sistemas operativos según los estándares de la empresa.
  • Brindar soporte para aplicaciones específicas utilizadas por la organización y asegurar que todos los sistemas estén actualizados con los últimos parches.

EDUCATION & EXPERIENCE:

  • Estudios Universitarios en Ingeniería en Sistemas, Ciencias de la Computación o un campo relacionado (preferible).
  • Mínimo 1 año de experiencia en un rol de mesa de servicio o soporte técnico.
  • Experiencia con software de mesa de servicio (por ejemplo, ServiceNow, Jira Service Desk).
  • Conocimientos de sistemas operativos Windows, Microsoft Office y solución de problemas de redes.
  • Excelentes habilidades de comunicación e interpersonales.
  • Capacidad para manejar situaciones de alta presión y proporcionar soporte claro y conciso.

Required profile

Experience

Level of experience: Junior (1-2 years)
Industry :
Financial Services
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Technical SupportHP Service Manager SoftwareNetwork TroubleshootingJIRAIncident ManagementSoftware InstallationServiceNowMicrosoft Operating Systems

Other Skills

  • Problem Solving
  • Verbal Communication Skills
  • Time Management
  • Microsoft Office
  • Social Skills
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