Help Desk

Our client delivers the first patented Secure BYO-PC solution—making remote work safe, simple, and cost-effective without locking down the entire device.
Your Role and ImpactAs the first point of contact for customers and internal users, Help Desk Technicians are responsible for building strong relationships and delivering an exceptional user experience.
You will monitor phone and ticketing systems, troubleshoot technical issues in the application hosting environment, and coordinate with internal teams to support end-user success.
You will resolve desktop and application issues across Windows and Mac systems, troubleshoot mail flow and connectivity problems, and ensure service levels are consistently met.
You'll also contribute to documentation and identify opportunities for process improvement.
Success in this role requires curiosity, technical agility, strong customer service skills, and the ability to thrive in a dynamic environment.
ResponsibilitiesHandle a high volume of support calls and monitor, triage, and troubleshoot incoming requests through ticket queuesProvide technical phone support for users of the Workplace product and accurately log all interactions in the ticketing systemNavigate technical documentation to follow appropriate troubleshooting steps for reported issuesMonitor ticket queues to ensure SLA compliance and escalate when necessaryMaintain clear and consistent documentation of incidents and resolution notes using ZendeskDeliver remote desktop support to both client and internal usersProactively identify emerging issues and act quickly to mitigate impactNotify management of trending technical problems and contribute ideas for process improvementsBuild effective cross-functional relationships to support escalation paths and end-user successUphold a positive, professional atmosphere with both customers and colleagues2+ years of experience providing application and desktop support in a fast-paced environmentC1 level English or equivalent proficiencyAdvanced troubleshooting skills for Windows 10/11, Mac OS, and the Microsoft Office suite (Outlook, Excel, Word, PowerPoint, Teams)Proficiency with Microsoft native tools and utilities for resolving system issuesFamiliarity with mail flow, routing, and connectivity concepts in Microsoft Exchange and Office 365Experience with ticketing platforms such as ZendeskAbility to analyze, prioritize, and respond to support issues using sound judgment and technical reasoningCustomer-first mindset with excellent multitasking and communication skillsWillingness to learn new tools and technologies in a fast-evolving environmentCloud computing knowledge and general system administration experienceStrong interpersonal skills with the ability to collaborate within a team and across departmentsAdaptability to shifting priorities and changing customer needsMotivation to contribute to a collaborative, mission-driven culturePreferred Qualifications:Familiarity with LAN, WAN, and mobile computing setupsExperience with PowerShell scriptingBackground working for a managed service provider (MSP)Understanding of Office 365 tenant administrationSalary Range:$1800-$2200 USD/month3 days in office in Palermo, Buenos AiresUnlimited PTO$1500 USD Tech budget***Only CV's submitted in English will be accepted

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