It Associate (It Support)

The Opportunity Provide tier 1-2 technical support in a global 246 environment Supporting Office365 & Gmail email solutions Manage endpoints via Desktop Central, push OS patches & policy rollouts To support Windows & MAC operating systems To do user administration on ERP system Address user tickets regarding hardware, software, and networking Walk customers through installing applications and computer peripherals Ask targeted questions to diagnose problems Guide users with simple, step-by-step instructions Conduct remote troubleshooting Test alternative pathways until you resolve an issue Customize desktop applications to meet user needs Record technical issues and solutions in logs Direct unresolved issues to the next level of support personnel Follow up with the users to ensure their systems are functional. Report customer feedback and potential product/requirement requests Help create technical documentation and manuals Zoom & WebEx administration & troubleshooting is an added advantage Necessary Skills and Experience Proven work experience of 3 5 years as a Should be comfortable working in shifts & should have supported Global Customers. Hands-on experience with Windows/Linux/Mac OS environments Good communication along with lateral thinking Knowledge of network security practices and anti-virus programs Ability to perform remote troubleshooting and provide clear instructions Excellent problem-solving and multitasking skills Customer-oriented attitude Experience supporting cloud telephony, CRM systems Experience managing Office365, G-Suite mailing solutions Bachelors of engineering or equivalent ITIL Certified Experience in supporting Single Sign-On, Endpoint management & antivirus is a big plus MCSA or MCSE preferred Azure Certification or any other technical certification is a plus Must to have skills 1. Must be fluent in Spanish & English languages 2. Must be proficient with Windows & Mac operating systems 3. Must have experience working on computer hardware & networking 4. Must have some experience in supporting Office365/G-suite, Antivirus, Internet issues, telephony system 5. Must be willing to take care of other administrative works, but not just limited to asset inventory, reporting & shipping of Laptops. 6. Must have done remote support in the past