Technical Support Agent – IT Service Desk

About the role

We are looking for a Technical Support Agent to join our IT Service Desk. The role focuses on resolving complex connectivity, network and hardware issues while delivering a high‑quality customer experience.

Key responsibilities

• Diagnose and resolve major software glitches, OS anomalies (Chrome, macOS, Windows) and hardware failures.
• Troubleshoot enterprise wireless, VPN setups and intricate IP infrastructure problems.
• Serve as Tier 1 escalation point for complex tickets and mentor junior team members.
• Create and maintain technical playbooks, SOPs and knowledge‑base articles.
• Administer ServiceNow dashboards, reports and performance metrics.

Required profile

• Minimum B2 English proficiency (oral and written).
• Proven experience in a Service Desk or IT support role.
• Strong customer‑service orientation with patience and professionalism.

Required skills

• VPN configuration and troubleshooting.
• Support for network printers.
• Google Workspace administration.
• ServiceNow (dashboard creation, reporting).
• Jira ticketing.
• Genesys contact‑center platform.
• Operating systems: Chrome, macOS, Windows.
• Enterprise networking concepts (IP, routing, wireless security).