IT Support Technician

The IT Support Technician provides first-level technical support and remote assistance to users across diverse locations and contexts, ensuring smooth operation of IT systems and tools to maintain effective digital workplace functionality and user satisfaction.

Responsibilities

• Provide first-level technical support to users by diagnosing and resolving hardware, software, and network-related issues to ensure minimal disruption to operations.
• Troubleshoot and resolve issues related to Microsoft OS, Office 365, MSF internal applications, mobile devices, and videoconferencing tools to maintain system functionality and user productivity.
• Escalate unresolved or complex technical issues to level-2 support (internal or external) and follow up to ensure timely resolution and user satisfaction.
• Utilize remote support tools to assist users across various geographical locations and time zones, ensuring consistent and accessible IT support.
• Ensure effective and timely resolution of remote support requests to maintain operational continuity in decentralized environments.
• Communicate with users regarding the status and resolution of their IT requests using an empathetic, agile, and solution-oriented approach to enhance user experience.
• Follow up on open support tickets and keep users informed throughout the resolution process to build trust and transparency.
• Document technical incidents and problems, solutions, and procedures to build a comprehensive knowledge base and support continuous learning within the team.
• Draft user-friendly guidelines and manuals for common IT issues and new tools to empower users and reduce repetitive support requests.
• Collaborate with cross-functional teams and IT administrators to address complex technical challenges and implement system improvements.
• Support the deployment and maintenance of IT systems and tools in coordination with relevant stakeholders to ensure alignment with organizational needs.
• Contribute to the continuous improvement of IT support processes and tools by identifying recurring issues and proposing enhancements to optimize service delivery.

Requirements

• Technician’s degree in Information Technology, Computer Systems, or a related field is required.
• Proven experience providing IT support to end users in a multinational and/or multicultural environment.
• Proven knowledge of Microsoft platforms and environments, including Windows OS, Microsoft 365 (O365), Intune, and Entra ID.
• Knowledge of key IT Security concepts and principles.
• Experience troubleshooting hardware, software and end-user IT issues, providing both onsite and remote technical support.
• Fluency in Spanish and English (written and spoken) is required.
• Basic knowledge of French will be considered an asset.
• Strong analytical and problem-solving skills, customer service orientation, and the ability to work effectively in multicultural teams.
• Commitment to MSF’s principles and values, with demonstrated teamwork and cross-cultural awareness.

Skills

• IT Support
• Windows OS
• MS Office 365
• inTune
• Entra ID
• IT Security
• Hardware troubleshooting
• System Troubleshooting
• Remote Technical Support
• Onsite Technical Support
• Multicultural IT Support
• Technical Problem Solving
• Customer Service Orientation
• Information Systems Maintenance
• Digital Workplace Support

Languages

Spanish, English, French