IT Support Representative – Tech Support Technician

About the role

The Tech Support Technician ensures the smooth operation of computer systems for retail and store users across multiple countries, providing timely assistance and maximizing technology benefits. This position works primarily from the office and supports users in Canada, the United States, Puerto Rico, Colombia, Chile, Panama, and Argentina.

Key responsibilities

• Install and configure computer hardware, operating systems, and applications.
• Maintain software patches, updates, and security fixes on desktop systems.
• Monitor and maintain computer systems and layer‑1 networks.
• Guide staff or clients through setup and issue resolution via phone, face‑to‑face, or ticketing systems.
• Troubleshoot system, network, hardware, and software problems, including DNS, DHCP, AD, switching and routing.
• Replace faulty hardware components as needed.
• Document all activities in Jira and support new application roll‑outs.
• Create user accounts, manage profiles, and resolve password issues.
• Respond to call‑outs within agreed timeframes and prioritize multiple open cases.
• Collaborate with developers, server, networking, and monitoring teams.
• Test and evaluate emerging technologies.

Required profile

• High intermediate to advanced English proficiency.
• Fourth‑year studies in Systems Engineering or Information Technology.
• Availability to work shifts from 7 am to 10 pm, Monday‑Sunday.
• Strong client orientation, problem‑solving ability, and attention to detail.

Required skills

• Operating system installation and configuration (Windows, Windows Server 2008/2012/2016).
• Network devices, IP phones, switching and routing knowledge.
• DNS, DHCP, Active Directory administration.
• Hardware peripherals setup and replacement.
• File management, network drives, and print sharing.
• Security applications for end‑users.
• Basic scripting and command‑line usage.