Service Desk L1

GENERAL DESCRIPTION OF POSITION 
 
We are currently seeking a motivated and customer-focused Service Desk Level 1 Technician to join our team in El Salvador. This position offers an exciting opportunity to provide first-line technical support and assistance to our clients. Our Service desk will be responsible for providing intermediate technical support and taking scalations from clients via email, phone, and/or other remote methods. Addresses and responds to customer inquiries on organizational products and services, including installation, activations, operational functions, troubleshooting, and maintenance.  

ESSENTIAL DUTIES AND RESPONSIBILITIES  

• Serve as the first point of contact for clients seeking technical assistance via phone, email, or ticketing system. 
• Provide timely and professional support to resolve basic IT issues and inquiries, including networking issues, virtualization questions, etc.  
• Assist clients with basic troubleshooting tasks and escalate complex issues to senior technicians as needed. 
• Log all client interactions, issues, and resolutions accurately in the ticketing system. 
• Prioritize and escalate support tickets according to established procedures to ensure timely resolution of issues. 

REQUIREMENTS  

• Good command of English (85%)  
• High school diploma or equivalent required; relevant technical certifications or coursework is a plus. 
• Previous experience in a customer service or technical support role 
• Basic understanding of computer hardware, operating systems (Windows, macOS), and common software applications. 
• Eagerness to learn and develop technical skills in areas such as troubleshooting, IT support tools, customer service, Virtualization, data storage, networking, and disaster recovery.  

QUALIFICATIONS  

• Ability to handle multiple customer environments simultaneously. 
• Superior customer service skills  
• Excellent verbal, written and interpersonal skills. 
• Ability to work independently with minimal supervision.