PORTUGUESE SERVICE DESK ASSOCIATE

Location: Monterrey, Mexico (On-site, 24x7 availability rotational shifts)

Key Job Responsibilities:

• Ensure proper recording, documentation, and closure.
• Provide Remote resolution to issues/queries where applicable.
• Act as an interface between the third-party vendors to coordinate, log, track and follow up till the end of ticket lifecycle.
• Single point of contact for the end users related to Issues/Requests
• Log, Track, Route, and redirect problems to the correct resources.
• Properly escalate unresolved queries to the next level of support
• Provide Level 1 support for end user issues and convey resolutions to end user queries

Prerequisite:

• Portuguese Speaker - must be comfortable communicating with Portuguese speakers 
• Overall, 2- 3 years of work experience in technical support environment.
• Understanding of Windows Active directory to troubleshoot issues related to Account administration & access.
• Good knowledge of O365 support – Outlook, Intune, OneDrive, MFA configuration & troubleshooting.
• Understanding of Windows OS support activities like startup issues, memory & disk utilization.
• Understanding of printer functionalities.
• Understanding of different hardware and OS (Desktop, Laptop). 
• Understanding of Microsoft Office suite and troubleshooting basic Microsoft office related issues. Knowledge of networking issues (like connecting to the internet, network etc.).
• Understanding of VPN connectivity & troubleshooting.
• Provide Level 1 support for end user issues and convey resolutions to end user queries.
• Provide Remote resolution to issues/queries where applicable.
• Availability 24/7 - shift rotation 
• Excellent proficiency in English, Spanish and Portuguese languages. 

Our Mission: 

ITC Infotech is a leading global technology services and solutions provider, led by Business and Technology Consulting. ITC Infotech provides business-friendly solutions to help clients succeed and be future-ready, by seamlessly bringing together digital expertise, strong industry speci?c alliances and the unique ability to leverage deep domain expertise from ITC Group businesses. We provide technology solutions and services to enterprises across industries such as Banking & Financial Services, Healthcare, Manufacturing, Consumer Goods, Travel and Hospitality, through a combination of traditional and newer business models, as a long-term sustainable partner. 

ITC Infotech is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. ITC infotech is committed to providing veteran employment opportunities to our service men and women.