Ruben Barrera

Main functions of the position

1. Incident handling and resolution (helpdesk)

Assist users with technical problems via phone, email, or chat. Diagnose and troubleshoot software and hardware issues, provide step-by-step guidance, and escalate complex problems to higher-level IT personnel when necessary.

2. Systems maintenance

Monitor and maintain systems through software updates, security patches, and system backups to optimize the performance and functionality of computer equipment.

3. Documentation and knowledge base

Contribute to the development and maintenance of a knowledge base, documenting common problems and solutions (manuals, wikis, presentations) to streamline support processes and enable self-service options for users. Deel

4. Equipment installation and configuration

On a day-to-day basis, this translates to checking hardware and software functionality, updating systems, installing operating systems, and performing backups.

5. Multichannel support

Support technicians can work in person, remotely, via chat, and by phone. At Intelcia/Unísono, given that it is a contact center, remote and telephone work is predominant.

6. Asset and service administration

They perform periodic reviews and assist in the administration of IT assets: licenses, backup systems, inventory of computers and equipment. They also manage the organization's internet services such as email servers and file transfer systems. Rrhh-web

7. End-user training

Provide training to end-users on how to effectively use IT applications and tools.