Summary
The Technical Support Trainee provides technical support to the internal end user in compliance with the existing SLA, measured through the ticket system. The Technical Support Trainee performs routine maintenance on hardware and software, and also provides infrastructure and networking support (including communications).
Job description
Responsibilities and Duties
• To assist in incident diagnosis and resolution for the internal users of the Company, via on-site, telephone and/or remote technical assistance whenever necessary.
• To use the ticket incident management system to document, prioritize according to the SLA, and follow up on requests for technical assistance.
• To install and setup new computers, telephones or any other devices related to the services of the area, applying the predefined procedures.
• To repair and update hardware and software on PCs and Macs.
• To provide remote assistance to users of the offices in Brazil and Mexico.
• To troubleshoot printers, scanners and faxes. To monitor the inventory of related supplies.
• To maintain the licenses, equipment and supplies inventory (discs, memories, cables, tracking of delivered supplies, etc.) through the Inventory System. To monitor the stock flow and keep it updated.
• To monitor the purchase order items from the IT & Infrastructure department.
• To relocate equipment.
• To install third-party software and, if necessary, report the need to acquire licenses and their cost.
• To generate weekly reports on the status of the assigned tasks.
• Scope: Regional LATAM.
Requirements
Education
• Starting university studies in careers related to Systems, Computing, Programming or similar.
Experience
• Work experience in providing technical support to home users or small networks, or as apprentices.
Knowledge
• Knowledge and interest in developing commonly used concepts, practices and procedures within the IT Area.
• Basic knowledge of hardware and software, backup processes, networking in general, application of updates and security patches in corporate environments (preferably).
• Use of and troubleshoot Office Package applications.
• Profile oriented to PC repair, re-installation of OS and applications.
Languages
• Basic English
Personal Characteristics
• Team work
• Work under pressure and time management
• Organization
• Service-oriented person
• Ability to prioritize tasks
Communication
• Good interpersonal relationships skills
Benefits
Health & well-being
- Insurance of major medical expenses
- Minor medical expenses insurance
- Dental insurance
- Life insurance
- Disconnection due to menstrual discomfort
- Birthday day off
Family
- Day off for children's birthday
- School kit for parents
- Flex time during school adaptation
- Extended leave for non-pregnant person
- Extended leave for adoption
- Softlanding for pregnant people
- Gifts (marriage/childbirth)
Office
- Flexible schedule
- Compensation (for working on holidays/weekend)
- Friday flex
- ESET hours
- ESET in the world
Other
- Healthy snacks
- English classes
- Study award
- Loyalty program
Primary location
Mexico City
Additional locations
Time type
Full time
Top Skills
What We Do
For more than 30 years we have been here helping to watch over and protect progress. Over a billion users worldwide rely upon ESET’s solutions to stay secure from increasingly sophisticated digital threats. ESET´s award-winning IT security software and services provide protection in over 200 countries and territories worldwide, with its software localized into more than 30 languages.
Meanwhile, the world continues to move forward at pace. When ESET was founded, the Internet was in its infancy. Now technology is part of everything we do and is central to the continued advancements in our society. Most of the time technology does just what it is supposed to, but in order to ensure continued progress in the digital age we need someone to question what’s going on in the background.
And that’s why we are here – to continue protecting technology from threats, enabling everyone to fully embrace it’s potential and rely on it.
Put simply - when technology enables progress, ESET is here to protect it.
ESET - Progress. Protected.
Visit www.eset.com to learn more
