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Posted: Friday, August 4, 2017 10:34 AM

IntermexA?s Technical Support SpecialistA?s role focus is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help/technical requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in:person, hands:on help at the desktop level. This role will report to the Technical Support Supervisor. Native Spanish speaking fluency is required.Evaluate documented resolutions and analyze trends for ways to prevent future problems.Alert management to emerging trends in incidents.Assist in software releases and roll:outs and communication to the end users according to the companyA?s Change Management policies and procedures.Field incoming requests to the Service Desk via both telephone and e:mail to ensure courteous, timely and effective resolution of end user issues.Build rapport and elicit problem details from external and internal customers.Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.Record, track and document the service desk request problem:solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.Apply diagnostic utilities to aid in troubleshooting.Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution, in collaboration with System Administrator.Identify and learn appropriate software and hardware used and supported by the organization.Perform hands:on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.Test fixes to ensure problem has been adequately resolved.Perform post:resolution follow ups to help requests.Develop help sheets and FAQ lists for end users.Reinforce SLAs to manage end:user expectations.High School Diploma or equivalent, College work preferred.MCSE or Equivalent Technical KnowledgeAt least one to three yearsA? experience in quality phone technical support.Knowledge of Windows Operating Systems XP:8, Office and computer hardware.Must have good critical thinking and interpersonal skills.Excellent written and verbal communication skills.Must be able to work under pressure and multitask when necessary, especially between systems.Ability to sit in front of computer for prolonged periods of time, and work with a headset.Analytical thinker with technical aptitude.Hardware knowledge of PC systems and peripherals. A+ or Network+ preferred.Must be proficient in English and Spanish (Must be able to speak, and write in both languages)Must be able to work nights (Technical Support Department Hours, Monday:Sunday 8:00 am:10:30 pm EST), weekends, and/or holidays.Experience/Skills:Experience in a Customer service related field (varies by Tier, see Page 1 for details)Experience in a Technical Support department or equivalent (varies by Tier, see Page 1 for details)Knowledge of basic computer software and hardware.Experience with Windows:based desktop and server operating systems.Experience with iOS and Android operating systems and devices.Working knowledge of basic usage of diagnostic utilities.Exceptional written and oral communication skills in English and Spanish.Exceptional interpersonal skills, with a focus on rapport:building, listening and questioning skills.Strong documentation skills.Personal Attributes:Exceptional customer service orientation.Highly self:motivated, positive and directed, takes ownership and responsibility to resolve issues.Ability to conduct research into a wide range of computing issues as required.Abilit


• Location: Miami

• Post ID: 62100458 miami is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017