Helpdesk Support Technician

Position Overview

Join our technical support team to provide exceptional IT services across multiple channels. In this role, you will respond to customer issues via phone, email, chat, and a ticketing system while troubleshooting and repairing computing devices. Strong communication skills in bothPortugueseandEnglishare essential.

Key Responsibilities

• Respond to customer issues via phone, email, chat, and ticketing system.
• Maintain communication and update the status of trouble tickets from initial contact through follow-ups.
• Provide documentation based on customer interactions within the ticketing system.
• Contribute to building and expanding a robust knowledge base.
• Deploy, troubleshoot, repair, maintain, install, and manage desktop, laptop, and mobile computing devices.
• Troubleshoot, test, and modify computer software.
• Perform basic troubleshooting for local and wide-area networks, phone systems, and servers.
• Escalate complex issues to the next tier of support.
• Support IT projects that require direct customer interaction.

Required Qualifications

• Must be proficient in Portuguese and English.
• Associates degree or the recognized equivalent in education and experience; Bachelor’s degree preferred.
• Strong understanding of Windows desktop operating systems.
• Familiarity with Active Directory, Azure Active Directory, Microsoft Server operating systems, Microsoft Office versions, Exchange Servers, and Exchange Online.
• Familiarity with M365 and Apple desktop operating systems.
• Experience managing Android and iOS devices, specifically with setting up and maintaining email access.
• Exceptional customer service skills with excellent verbal and written communication.
• High level of problem-solving skills with keen attention to detail.
• A positive, team-oriented attitude necessary for collaborating with diverse personalities.

Benefits & Perks

• Compensation:$18.00 - $20.00/hr.
• Medical, dental & vision coverage.
• Critical Illness, Accident, and Hospital coverage.
• 401(k) Retirement Plan with both pre-tax and Roth post-tax contributions available.
• Life Insurance (Voluntary Life & AD&D for the employee and dependents).
• Short and long-term disability plans.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program.
• Time Off/Leave (PTO, Vacation, or Sick Leave).