Técnico del centro de asistencia de TI

Location: Cancún, México – Centro Corporativo Cancún Schedule: 44 hours per week | 100% On-site PositionAbout the Company:GBS International, Inc. is a full-service company, delivering unsurpassed service in the vacation ownership industry. Our team works hard to meet the needs and expectations of its customers by delivering a personalized service. We take time to understand our clients and customers to provide them not only with a service, but an unforgettable experience. Our extensive knowledge of vacation ownership management, service, and systems enables us to deliver a world-class service that builds strong relationships with our clients.Position Description:We are looking for a versatile IT Helpdesk Technician to support multiple call center operations, provide technical assistance for various SaaS solutions used by our B2B clients, and assist our Infrastructure and Security teams on key projects. This role also includes a key participation in the IT asset lifecycle and inventory management. The ideal candidate is proactive, highly organized, and customer-focused, with the ability to troubleshoot software, hardware, and network-related issues while supporting critical IT operations. Key Responsibilities:Call Center IT SupportProvide technical support for multiple call center operations, ensuring agents and supervisors have a seamless IT experience.Troubleshoot and resolve issues with computers, appliances, operating systems, peripherals, VoIP phone systems, softphones, call routing software, and workforce management tools.Support call center agents with workstation, headset, and connectivity issues.Monitor call center IT infrastructure and escalate issues affecting service quality.SaaS & B2B Client SupportAct as the primary helpdesk contact for several SaaS platforms, assisting B2B clients with software usage, configurations, and troubleshooting.Guide clients through system configurations and basic functionality.Work with product and development teams to escalate and resolve complex software-related issues.Assist with clients onboarding, ensuring smooth deployment and user training for new software implementations.Infrastructure & Security AssistanceProvide hands-on support for IT infrastructure/ Security projects, such as network upgrades, server maintenance, and system migrations.Assist the Security team with enforcing cybersecurity policies, endpoint protection, and access control measures.Help with physical and logical security tasks, including workstation hardening, vulnerability patching, and compliance checks, and workstation provisioning.Participate in disaster recovery and business continuity planning efforts.Help with system monitoring and incident response.IT Asset ManagementMaintain and track all IT assets, including workstations, laptops, mobile devices, peripherals, and software licenses.Monitor asset lifecycle management, ensuring proper procurement, deployment, maintenance, and decommissioning.Conduct inventory audits to verify asset availability and condition.Coordinate with the infrastructure department for purchasing, repairs, and replacements.Ensure proper documentation and disposal of outdated or decommissioned IT assets. General IT Support & Helpdesk OperationsServe as the first line of support via phone, email, chat, and ticketing system.Document troubleshooting steps and solutions for common issues to improve internal knowledge bases.Support remote and in-office employees with IT-related inquiries.Assist with new user onboarding, including account creation, workstation setup, and software provisioning.Work with other IT teams to enhance processes and improve system reliability.Requirements:3+ years of experience in IT helpdesk, call center IT support, or SaaS technical support.Proficiency in ticketing systems (e.g., ServiceDesk, Jira).Excellent communication and customer service skills, especially for non-technical users.Strong knowledge of Windows and general office applications.Experience with Microsoft 365, Google Workspace, Active Directory, and remote desktop tools.Experience with SaaS platforms and B2B client support.Familiarity with VoIP systems, call center telephony software.Hands-on experience with IT asset management tools and inventory tracking.Basic networking knowledge (VPN, TCP/IP, DNS, firewalls, Wi-Fi troubleshooting).Experience with Active Directory, Microsoft 365, and remote desktop tools.Strong analytical and troubleshooting skills for both hardware and software issues.Spanish and English Verbal and Writing SkillsAbility to multitask and work on multiple priorities simultaneously.Preferred Skills:CompTIA A+, ITIL, or relevant cybersecurity certifications.Experience working in a call center or IT service desk environment.Knowledge of network and security conceptsKnowledge of windows OS infrastructureSOC Compliance ProjectsExperience with Cloud PBXsFamiliarity with CRM and ERP systems used by B2B clients.ISO 9000

Creado: Jue, 01 de Ene de 1970