About the job
Join our team as a Support Engineer in Villa Nueva, Guatemala! In this role, you'll be responsible for diagnosing and resolving issues related to desktop systems, printers, and overall functionality. Your expertise will help guide users through hardware and software challenges while collaborating with other IT service teams, data centers, and network infrastructure.
Diagnose and troubleshoot desktop system issues, printers, and overall performance.
Provide user support and guidance on hardware and software problems.
Collaborate with IT service teams, data centers, and network infrastructure.
Install, maintain, and upgrade hardware and associated infrastructure.
Conduct diagnostic tests to isolate system issues and perform proactive activities.
Proficient in Windows and OS-X operating systems.
Skilled in MS Office software for both Windows and Mac environments.
Experience with remote support technologies such as Microsoft Remote Desktop, Apple Remote Desktop, and VNC.
Hands-on experience in removing viruses and spyware using various tools (Windows).
Identify, investigate, and resolve technical issues, including creating a Root Cause Analysis.
Respond to phone calls, emails, service tickets, and requests for technical support.
Document, track, and monitor issues to ensure timely resolution within affected SLA windows.
Install, configure, and maintain Macs, PCs, printers (local and network), scanners, and other end-user equipment such as Blackberries, iPhones, iPads, and MacBooks.
Excellent written and verbal communication skills with a strong customer service focus.
Proven ability to thrive in fast-paced environments.
Minimum of 2 years of experience in a technical support role within a hybrid Windows and MAC environment.
Experience working in technical support operations for both Windows and Mac clients.
2 years of experience with mobile applications/products, including iPhone, iPad, and Android platforms.
A proactive individual who can actively collaborate with a cross-functional team.
Demonstrated attention to detail and high-quality standards.
Outstanding organizational, administrative, and technical skills with the ability to reorder priorities as needed.
Ability to document steps and written instructions for problem resolution.
Professional business attire required.

