Associate – Technical Support Specialist

Job Summary
The Technical Support Specialist provides advanced technical support for escalated customer issues, diagnosing and resolving hardware, software, and operating system problems. This role supports frontline teams, ensures accurate case resolution, and contributes to continuous service improvement.
Key Responsibilities
Troubleshoot and resolve complex hardware and software issues.
Support escalated customer cases and provide technical guidance to frontline teams.
Document cases, troubleshooting activities, and resolutions in the CRM system.
Collaborate with internal teams to achieve timely incident resolution.
Identify recurring issues and recommend process improvements.
Contribute to knowledge base articles and technical documentation.
Manage workload and prioritize activities to meet SLA requirements.
Education
High School Diploma required.
Degree in Systems Engineering, Computer Science, IT, or related field preferred.
CompTIA A+ or equivalent certification preferred.
Experience
1-3 years of experience in technical support, service desk, or IT services.
Experience supporting PC hardware, peripherals, Windows OS, and Microsoft applications.
Experience using CRM tools, preferably Microsoft Dynamics.
Technical Skills
Advanced troubleshooting and diagnostic skills.
Strong knowledge of hardware, software, and Windows environments.
Familiarity with command-line tools and basic networking concepts.
Strong customer service and communication skills.
Language Requirements
Spanish required.
English proficiency (A2 or higher) required.
Core Competencies
Advanced Troubleshooting (Expert)
Hardware Diagnostics (Expert)
Software Diagnostics (Expert)
Windows Troubleshooting (Expert)
Root Cause Analysis (Advanced)
Customer Communication (Advanced)
Technical Escalation Management (Advanced)
CRM / Microsoft Dynamics (Advanced)
Knowledge Transfer (Advanced)
SLA & Priority Management (Advanced)

Employment type
Full-time

Work arrangement
No