End-User Computing Support Technician
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At a glance
Job overview
Support Services Group is hiring an End-User Computing Support Technician. The End‑User Computing Support Technician provides first‑line technical assistance, handling calls, emails, and tickets to troubleshoot simple hardware, software, and network issues. They triage and resolve most user problems, escalating complex cases, and communicate solutions clearly. The role operates onsite in Santiago with occasional travel and a work‑from‑home option, requiring intermediate‑advanced English proficiency.
Key focus areas include Manage user accounts and permissions., Troubleshoot and support network laptops and computers., and Communicate technical concepts effectively to a varied audience..
Important skills include Spoken English B2+, Troubleshooting Hardware, Troubleshooting Software, Troubleshooting Network Problems, User Account Management, and IT Principles. Preferred (not required): Working With Distributed Teams.
Skills & qualifications
Skills
Qualifications
Full job description
JOB TITLE: EUC Tier 1 Support Technician
DEPARTMENT: End User Computing
REPORTS TO: Senior Manager of EUC
LOCATION: Onsite
*This position requires intermediate - advanced spoken English level (B2+).
*If you're interested in the position, please apply with your resume in English.
JOB SUMMARY:
This role is responsible for taking initial technical support calls, email, or ticket inquiries and troubleshooting and managing relatively simple hardware, software or network problems, recognizing and escalating more difficult problems. Members of this team should be able to triage, consult and effectively resolve most user support issues.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other assignments, projects, and duties may be required:
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User account management
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Troubleshoots and supports all network laptops/computers.
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Understanding of IT principles and ability to communicates technical concepts effectively to a varied audience.
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Assists in the set-up, maintenance and repair of PC hardware & this will include distribution of equipment
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Use ticketing system to answer all issues in a timely fashion based on department SLA's, and other methods of communication to insure proper resolution.
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Walk users through problem-solving processes and consult on workflow best practices for remote employees
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Knowledge Base content creation and cultivation, special projects, customer communications, product and tooling integration and validation, etc.
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Infrequent/occasional travel may be required for initial training and/or site builds and has reliable transportation
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This is on an onsite position with work from home opportunity
QUALIFICATIONS:
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Interested candidates need to submit their resume in English.
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Strong Communication, and interpersonal skills
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Intermediate to advanced technical and functional skills
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Solid data gathering and analysis
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Adaptability and stress tolerance
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Experience in a customer support role
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Experience with help desk tools
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Technology troubleshooting experience
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Experience in all Microsoft Office tools
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Experience working remotely and/or with distributed teams is a plus
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Strong Organization & self-leadership skills
Experience Required:
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1-3 years of experience in providing customer service
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1-3 years' experience in software support/SaaS
PHYSICAL REQUIREMENTS:
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.
While performing the duties of this job, the employee is regularly required to sit; use hands to manipulate objects, tools or controls; reach with hands and arms; and talk and hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus. Noise level in the work environment is usually quiet
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