Technical Support Administrator

Descripción de la oferta

SUMMARYs
Under the mentorship and daily direction of Corporate IT Support Engineer, the Technical Support Administrator is responsible for providing first level technical support to users and endpoint infrastructure in Guatemala branch of FINCA Network Support B.V.
This job requires an ability to organize frequently changing and varied tasks/assignments, attention to the detail, excellent communication skills, patience, an ability to work with little supervision, and a positive attitude.
It is vital to the efficient operations of FINCA that the Technical Support Administrator is responsive to the technical needs of the staff and work with the highest standards of attention to detail, follow through and quality customer service. Every problem, no matter how small, should be handled quickly with excellent communication to the end user.
To ensure top of the line service, on site presence during core office hours and a good attendance record is a vital requirement for the position.
ESSENTIAL DUTIES
Analysis and resolution of incidents and service inquiries from end-users, received through the corporate service desk platform (the primary communication tool), collaboration channels (such as: email, MS Teams) or in person, providing exceptional support and service while demonstrating the appropriate sense of urgency and priority.

Installation, configuration and troubleshooting of endpoint hardware, including desktop and laptop computers, smart phones, tablets, thin clients, peripherals (printers, scanners etc.) and other specialized devices.

Installation and troubleshooting of software applications and programs installed on endpoint devices, such as Operating System and required drivers, productivity tools, specialized applications and tools.

Testing and implementation of endpoint software and hardware upgrades, updates, and system solutions approved by management and in coordination with third-party vendors, as required.

Ensures that all workstations are performing at their best level, including antivirus scan, disk optimization, applications updates/upgrades, memory optimization, clearing browser cache and temporary files, etc.

Keeps up to date with smart phones and other communication standards. Improves his/her skills in mobile devices setup and maintenance.

Executes scheduled periodic computer hardware maintenance and servicing. Performs remote and hands-on fixes at the desktop level, including installing and upgrading software, and configuring systems and applications, as required.

Maintains user accounts on networks and applications. Make sure proper permissions are established within the applications and the network operating systems.

Provides first level support of all Active Directory incidents (e.g., user password resets, joining the domain, etc.)

Provides first level support to office cabled LAN and Wi-Fi configuration, as well as internet access troubleshooting and ISP outage escalations.

Monitors execution of automated backups, analyses and escalated incidents.

Records, tracks, and documents the helpdesk request problem-solving process, and actions taken through the final resolution.

Installs OS and applications updates, service packs, etc. ensuring that each computer has an up-to date record in the Inventory Database.

Resolves known cybersecurity risks and incidents specific to endpoints (e.g., antivirus remediation’s, installing updates and patches, etc.).

Works with colleagues within Global IT, responsible for end-user and endpoint support services. Maintains a good working knowledge of advances in FINCA’s most commonly used applications. Work to improve his/her knowledge in specific software used in FINCA.

QUALIFICATIONS

A diploma in computer science, electrical engineering, or information technology.

A degree in information technology or related field will be an added advantage but not a requirement.

Any Microsoft certifications are an added advantage but not a requirement.

EXPERIENCE

At least 2 years of experience in a technical support environment.

Experience with the following products: Windows 10, SharePoint, MS Office, Office 365, Outlook, Teams, Antivirus products.

Experience with Windows Deployment Services.

User account/Group management in Active Directory.

Working knowledge of Group Policy.

Experience with troubleshooting basic network issues (DNS, DHCP, Proxy, VPN).

A good understanding of Local Area Networks as well as Wi-Fi-setup.

Hands on experience with diagnosing, troubleshooting, parts replacement for laptops, desktops, printers.

Experience with iOS and Android devices, and mobile device management

Working knowledge of Windows firewall and security fundamentals

Experience with Service Desk ticketing system

KNOWLEDGE AND SKILLS

Excellent customer service skills, responsiveness.

Excellent attention to detail.

Excellent communications skills, capable to communicate over the phone or email and explain instructions and guide a person through repair steps.

Positive attitude.

Ability to organize frequently changing and varied tasks and assignments.

Ability to work under little supervision.

Eager to learn and expand knowledge.

Excellent communication (oral and written) and interpersonal skills.

LANGUAGE SKILLS

Fluency in Spanish is required. Knowledge of English is considered a plus.

COMPUTER SKILLS

Microsoft Windows, Microsoft office products: Word, Excel, Visio. Ability to use MS productivity tools.

Requerimientos

• Educación mínima: Universidad
• 2 años de experiencia
• Idiomas: Inglés
• Conocimientos: Dhcp, Dns, Service desk, Servidores proxy, Vpn

Aptitudes asociadas a esta ofertaNuevo

Palabras clave: apoyo, support, soporte, administrador, administrator

Hace 13 horas (actualizada)

Acerca de FINCA Network, B.V.

FINCA Network Support, B.V. Guatemala Branch is a Shared Service Center part of the FINCA Impact Finance network, a group of 16 microfinance and financial institutions stationed and operating in five different continents.