IT Support Technician ID84748
AgileEngine
AgileEngine is an Inc. 5000 company that creates award-winning software for Fortune 500 brands and trailblazing startups across 17+ industries. We rank among the leaders in areas like application development and AI/ML, and our people-first culture has earned us multiple Best Place to Work awards.
WHY JOIN US
If you're looking for a place to grow, make an impact, and work with people who care, we'd love to meet you!
ABOUT THE ROLE
We are looking for an IT Support Technician to serve as a Tier 1 and Tier 2 remote support partner for employees of a large technology company, providing technical assistance across software, hardware, endpoints, applications, access, and connectivity issues through ticketing, chat, email, phone, and video channels. You will triage incoming requests, resolve issues independently within scope, escalate appropriately while maintaining ticket ownership, and contribute to documentation, knowledge articles, and service improvement initiatives. The role is based in LatAm with PST business hours overlap required.
WHAT YOU WILL DO
- Serve as a first point of contact for employee technical issues involving software, hardware, endpoints, systems, applications, access, and network connectivity.
- Provide remote support through approved channels, including ITSM workflows, chat, email, phone, video, and related communication methods.
- Diagnose and resolve common end-user issues at Tier 1 whenever possible.
- Effectively triage incoming requests and determine the appropriate path to resolution.
- Route unresolved or out-of-scope issues to the appropriate specialist or escalation teams.
- Maintain clear, concise, and professional communication with employees throughout the support lifecycle.
- Log, track, and document user interactions, troubleshooting activity, and resolution details within approved ticket-management processes.
- Identify recurring issues, operational friction, and documentation gaps and surface them through established service-management channels.
- Technicians may also be responsible for Tier 2 activities depending on issue complexity and assigned scope.
MUST HAVES
- 3+ years of experience in IT Support or related roles .
- Proven experience providing Tier 1 and Tier 2 remote IT support for end-users.
- Strong background in diagnosing and troubleshooting common issues across software, hardware, endpoints, systems, applications, access, and network connectivity .
- Experience working with ITSM platforms and ticketing systems to log, track, document, and manage user interactions.
- Familiarity with using administrative tools and elevated access to perform authorized troubleshooting and configuration activities.
- Demonstrated ability to effectively triage incoming requests, resolve issues independently, or escalate them to appropriate specialist teams while maintaining ticket ownership.
- Ability to participate in queue management, operational reporting, and service-level compliance.
- Analytical skills to identify recurring problems, operational friction, and opportunities for automation or workflow improvements.
- Excellent customer service and professional communication skills to support employees across multiple remote channels (chat, email, phone, video, etc.).
- Upper-intermediate English level.
PERKS AND BENEFITS
- Growth without limits : build your skills through mentorship, internal TechTalks, challenging projects, and a dedicated annual learning budget
- Competitive compensation : get recognition that reflects your skills and impact, with regular performance and compensation reviews
- Flexibility : work 100% remotely with flexible hours that support focus, autonomy, and a healthy work rhythm
- Meaningful, modern projects : build impactful products using modern technologies alongside global teams and leading brands
- Collaborative culture : join a supportive environment with zero micromanagement where ideas are welcomed and contributions are recognized
- Well-being & support : access local well-being programs and people-focused support tailored to your location
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