Summary
the technical support trainee provides technical support to the internal end user in compliance with the existing sla, measured through the ticket system. The technical support trainee performs routine maintenance on hardware and software, and also provides infrastructure and networking support (including communications).
summary
the technical support trainee provides technical support to the internal end user in compliance with the existing sla, measured through the ticket system. The technical support trainee performs routine maintenance on hardware and software, and also provides infrastructure and networking support (including communications).
job description
responsibilities and duties
* to assist in incident diagnosis and resolution for the internal users of the company, via on-site, telephone and/or remote technical assistance whenever necessary.
* to use the ticket incident management system to document, prioritize according to the sla, and follow up on requests for technical assistance.
* to install and setup new computers, telephones or any other devices related to the services of the area, applying the predefined procedures.
* to repair and update hardware and software on pcs and macs.
* to provide remote assistance to users of the offices in brazil and mexico.
* to troubleshoot printers, scanners and faxes. To monitor the inventory of related supplies.
* to maintain the licenses, equipment and supplies inventory (discs, memories, cables, tracking of delivered supplies, etc.) through the inventory system. To monitor the stock flow and keep it updated.
* to monitor the purchase order items from the it & infrastructure department.
* to relocate equipment.
* to install third-party software and, if necessary, report the need to acquire licenses and their cost.
* to generate weekly reports on the status of the assigned tasks.
* scope: regional latam.
requirements
education
* starting university studies in careers related to systems, computing, programming or similar.
experience
* work experience in providing technical support to home users or small networks, or as apprentices.
knowledge
* knowledge and interest in developing commonly used concepts, practices and procedures within the it area.
* basic knowledge of hardware and software, backup processes, networking in general, application of updates and security patches in corporate environments (preferably).
* use of and troubleshoot office package applications.
* profile oriented to pc repair, re-installation of os and applications.
languages
* basic english
personal characteristics
* team work
* work under pressure and time management
* organization
* service-oriented person
* ability to prioritize tasks
communication
* good interpersonal relationships skills
at eset, diversity, equity, and inclusion (dei) are integral to our corporate culture. We believe in creating a respectful environment, where everyone feels valued and respected, welcoming applications from individuals of all backgrounds, including race, gender, age, religion, disability, and sexual orientation.
seniority level
* seniority level
internship
employment type
* employment type
full-time
job function
* job function
information technology
* industries
software development and computer and network security
referrals increase your chances of interviewing at eset by 2x
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