Bilingual IT Technical Support (In-office)

**Who are we looking for?**
- Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.
- Update users about request status and close request when users are satisfied with solutions
- Remote desktop troubleshooting. Escalate complex incidents / requests to upstream technical groups
**Technical Skills**:
- Excellent written and verbal communication (Must be Bi-lingual English + Spanish)
- Strong time management
- Communication in neutral or English accent over phone and grammar skills
- Analytical skills
- Ability to follow process and procedures. Escalate unknown issues or questions without delay
- Operating the computer, OS and Knowledge base navigation
- Use of Ticketing tool
- Account Management / Password reset
- Active listening and probing skills
- Level 1 and 1.5 technical troubleshooting
- Experience and or understanding of Virtual Desktop Infrastructure support ...