Service Desk Agent I (L1) – IT Support Specialist

About the role

We are looking for a Service Desk Agent I (Level 1) to join our growing IT Support team in El Salvador. You will be the first point of contact for internal users, providing prompt and professional technical assistance.

Key responsibilities

• Provide Level 1 IT support for hardware, software, Windows, printers, and Microsoft Office issues.
• Log, prioritize, update and resolve support tickets while meeting SLA requirements.
• Diagnose Windows operating systems, basic networking, internet connectivity and peripheral devices.
• Maintain accurate ticket documentation and update knowledge‑base articles.
• Deliver exceptional customer service via phone, email and remote assistance.
• Escalate complex issues to higher‑level support teams and contribute to process improvement.

Required profile

• 2–4 years of experience in an IT Help Desk or Technical Support role.
• Experience supporting Microsoft Windows, Office 365, desktops, laptops, printers and mobile devices.
• Basic networking knowledge and familiarity with IT ticketing systems.
• Strong analytical, troubleshooting and communication skills.
• Associate degree in IT or equivalent experience; Bachelor’s degree is a plus.
• Advanced English (C1) proficiency.

Required skills

• Microsoft Windows
• Microsoft Office 365
• Desktop & Laptop Support
• Hardware & Software Troubleshooting
• Printer Support
• Mobile Devices
• Basic Networking
• IT Ticketing Systems

What we offer

• Long‑term contract with equipment provided.
• Hybrid work mode (onsite in El Salvador with remote flexibility).
• Opportunities for professional growth and continuous improvement.