Description
Job title:
Tech Support Technician
Reports to:
Tech Support Supervisor
Department
IT
Reviewed by
Revision Date
24-Julio-2026
Job purpose
The Tech Support Technician is mainly responsible for the smooth running of computer systems and ensuring users get maximum benefits from them. Attention of user’s retail and stores mainly in Canada, United States, Puerto Rico, Colombia, Chile, Panama and Argentina.
Duties and responsibilities
- Installing and configuring computer hardware, Operative System and applications.
- Maintain (patches, updates, and fixes) software used on desktop systems including OS, Security Apps.
- Monitoring and maintaining computer systems and networks (layer one);
- Talking staff or clients through a series of actions, either face-to-face or over the telephone or ticket, to help set up systems or resolve issues;
- Troubleshooting system and network problems and diagnosing and solving hardware or software issues;
- DNS, DHCP, AD, knowledge is required.
- Switching and routing knowledge is required.
- Replacing parts as required;
- Record all activities and documentation in Jira systems and Jira projects.
- Supporting the roll-out of new applications;
- Setting up new users' accounts and profiles and dealing with password issues;
- Responding within agreed time limits to call-outs;
- Working continuously on a task until completion (or referral to third parties, if appropriate);
- Prioritizing and managing many open cases at one time;
- Rapidly establishing a good working relationship with customers and other professionals, such as software developers, servers, networking and monitoring teams;
- Testing and evaluating new technology;
Requirements
- High Intermediate-Advanced English level
- Technical support knowledge (Advanced) in the following:
a. Operating Systems
b. Installation and Configuration Network devices and IP Phones.
c. Commands and Scripting
d. Security for end users.
e. Hardware
f. Peripherals
g. File Management
- Windows server 2008/2012/2016 (Basic Knowledge)
a. DNS
b. DHCP
c. Active Directory
a. Wireless / wired network.
b. Network drives
c. File and print sharing
Education
- 4th year of studies in Systems Engineering or Information Technology
Job Competencies
- Results Orientation & Decision Making
- Client Orientation
- Stress Resilience
- The ability to think logically.
- A good memory of how software and operating systems work.
- Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution.
- The ability to work well in a team.
- Problem solving skills.
- A strong customer focusses.
- The ability to prioritize your workload.
- Attention to detail.
- Schedule availability of 7 am to 10 pm from Monday to Sunday.
Work From Home
☐Yes
☒No
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