Position: IT Support Specialist
Location: Miami, FL 33172 (Onsite)
Job Type: Full-Time
Schedule: Wednesday - Saturday (12 hour shifts)
Job Summary
Our client is a global telecommunications company based in Doral, FL, providing innovative connectivity and technology solutions to businesses worldwide. They are seeking a Bilingual IT Support Specialist to deliver remote and phone-based technical support to customers. This role is responsible for troubleshooting hardware, software, mobile device, and network-related issues, documenting support activities, and ensuring service levels are met. The ideal candidate is a customer-focused problem solver with strong communication skills, technical aptitude, and a passion for delivering exceptional support in a fast-paced environment.
Key Responsibilities:
- Assist users with the installation, configuration, and usability of desktop computers, peripherals, and software.
- Provide support for desktop computers, mobile devices, peripherals, software, and networks.
- Offer remote connection support to end-users.
- Train and orient staff on hardware and software usage.
- Track tickets until final resolution, including Incident & Change tickets.
- Prepare status reports and recap emails as necessary.
- Attend group and general staff meetings.
- Create procedures documents and document standards and procedures.
- Work with vendor support contacts to resolve technical problems.
- Utilize monitoring tools to track events affecting managed environments.
- Assist the backup engineering team with monitoring and daily management of environments.
- Perform scheduled and unscheduled hands-on tasks as needed.
Requirements:
- Minimum of 1-year call center/support center experience preferred.
- Willingness to learn new technologies.
- Excellent verbal and written communication skills in English and Spanish.
- Strong client interaction and customer service skills.
- Ability to work flexible hours, including nights, weekends, and holidays.
- Technical problem-solving skills with adherence to established procedures.
- Ability to function autonomously and under stressful conditions.
- Detail-oriented.
Preferred Technical Skills:
- Familiarity with management applications like BMC (Remedy), CA Spectrum, Siebel, Solarwinds, Netcool, etc., is a plus.
- ITIL Certifications Foundation/Service a plus.
- CompTIA Certifications (A+) is a plus.
- Microsoft Certifications are a plus.
- Experience in the telecommunications and/or Information Technology industry is preferable.
- Experience working in a Call Center and/or data center environment is preferable.
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