Job Summary

This role delivers advanced technical support for Windows environments, leveraging Spanish (Latin American) and English language proficiency to resolve complex incidents, perform in-depth root cause analysis, and drive improvements in customer satisfaction. The position ensures operational excellence and supports knowledge management within the team, contributing to the organization’s high standards for customer experience and security.

Key Responsibilities

1. Deliver advanced troubleshooting and resolution for escalated Windows platform incidents using Spanish (Latin American) and English, ensuring compliance with company quality and security standards.
2. Perform in-depth root cause analysis of complex technical issues on Windows systems, identifying and implementing long-term solutions to minimize recurrence.
3. Manage and update knowledge base documentation in both English and Spanish, enhancing accessibility and accuracy for the support team.
4. Provide coaching and technical guidance to analysts and new team members, supporting knowledge transfer and skill development within the support team.
5. Monitor, resolve, and document complex support tickets in alignment with defined SLAs, ensuring positive customer experiences and high CSAT scores.
6. Collaborate with internal support teams to address and mitigate security threats, supporting the organization’s overall security posture.

Skill Requirements

1. Advanced Knowledge Of Windows Operating Systems Administration, Configuration, And Troubleshooting.
2. Solid Understanding Of Technical Support Processes, Root Cause Analysis, And Incident Management Tools.
3. Advanced Proficiency In Updating And Managing Knowledge Base Platforms.
4. Ability To Coach And Support Team Members In Complex Troubleshooting Scenarios.
5. Strong Adherence To Security Protocols And Regulatory Compliance Requirements.

Other Requirements

1. Optional: Microsoft Certified: Windows Client or Microsoft Certified: Modern Desktop Administrator Associate.
2. Optional: ITIL Foundation certification for service management best practices