IT Support Agent

Position: IT Support Agent. Main Activities: Provide technical support to users via phone, chat, and email, handling incidents related to hardware, software, applications, and devices; Diagnose and resolve technical problems, identifying the root cause and escalating higher complexity cases to the corresponding IT team; Act as the primary point of contact for users, providing professional, timely, and service-oriented assistance; Track tickets and incidents until resolution, document solutions, and contribute to the knowledge base to improve First Call Resolution (FCR); Assist in the administration of security access and privileges, including onboarding, maintenance, and offboarding, according to IT policies and SOX requirements; Handle approximately 20–30 tickets or requests per day. Profile Requirements: Completed high school education; 1+ year of experience preferably in areas like Help Desk, Service Desk, IT Support Center, on-site technical support, computer equipment support, or similar positions; Advanced English, essential for providing user support; Knowledge of: Windows and laptops/computers, Microsoft Office Suite, hardware and mobile devices, software and application troubleshooting, basic networking concepts, Help Desk / Service Desk tools, ServiceNow or similar ticketing management systems. Key Competencies.