Technical Support Specialist

hace 3 días

Medellín, Antioquia, Colombia Cyzerg A tiempo completo
About the Company

Cyzerg is a technology company specializing in research, development, implementation, and management of solutions for the warehousing industry. With over 148 active customers across North, Central, and South America, Cyzerg has developed expertise and capabilities to increase business efficiency and competitiveness.

Headquartered in Miami, FL, with branches in the Philippines and India, Cyzerg credits its success to a relentless focus on employees, customers, and delivering excellence at all times. The company's culture is built on meritocracy and pillars of opportunity, integrity, innovation, humanity, passion, teamwork, and opportunity.

About the Job

As a Technical Support Specialist - IT Help Desk, you will be responsible for providing effective and professional support to customers with their technical problems. Common support requests include email, software, computer performance, printers, and network connectivity issues.

The ideal candidate must be customer-centric with a positive attitude and outstanding communication skills. You must be able to communicate effectively to understand the problem and explain its solution. Your goal is to create value for clients that will help preserve the company's reputation and business.

Responsibilities:
  • Provide hardware and software support to end-users
  • Experience installing and troubleshooting Windows client operating systems
  • Install, configure, and troubleshoot local and network printers – local installations and also via GPO
  • Install, configure, and troubleshoot email and Outlook related issues
  • Analyze and troubleshoot issues related to computer performance and system degradation
  • Able to troubleshoot network and internet connectivity issues
  • Experience using troubleshooting tools including but not limited to Ping, Nslookup, Tracert, Telnet, Task Manager, Performance Monitoring, Process Explorer, Check Disk, etc.
  • Experience removing malwares including but not limited to virus, ad-ware, spywares, Trojan Horse, etc.
  • Support customer's application as needed – we will train you on this if required
  • Troubleshoot issues with remote connections at the desktop level and escalate tickets when required
  • Diagnose errors or technical problems and determine proper solution(s)
  • Serve as customer contact person for technical support and service maintenance
  • Manage installations, repair, maintenance of computers, printers, and scanners
  • Help and support users with issues such as computer crashes, hard drive failures, network layer 1 connectivity issues, and others
  • Effectively communicate with customers and set clear expectations
  • Deliver outstanding customer service
  • Comprehend customer requirements and make appropriate recommendations/briefings
  • Build positive relationships with customers
Requirements:

Candidate must possess at least a Bachelor's/College Degree in Computer Science/Information Technology or equivalent. Must be able to work from 8 am to 5 pm Colombia time. Required language(s): Excellent English and Spanish. 3 years of working experience specialized in IT/Computer - Hardware or equivalent - is a plus. A+ Certified or equivalent - is a plus. Microsoft Certification on Windows Desktop Operating System - is a plus. Network+ is very nice too.

Estimated Salary: $45,000 - $60,000 per yearBenefits:
  • A competitive base salary
  • Up to 15 days of paid time off, monthly short leaves, marriage leaves, and unlimited unpaid vacation leaves
  • Annual salary increases with a predictable percentage increase based on performance review
  • Annual year-end bonus and monthly bonuses based on performance
  • Happy Hour every Friday – Free meal every Friday with an extra hour of break time to bond with the team and participate in games and activities
  • Annual team-building – Shift gears and explore adventures with the team out of the office
  • Career development plans – We want you to grow and become the best at what you love
  • Casual wear in the office – Express your fashion or stay comfy
  • Flat organization with an open door policy
  • Company paid certifications and trainings

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