Bravada, a woman-owned technology services company, prioritizes superior customer service, offering a positive work environment, training, and advancement opportunities. Join our passionate team dedicated to helping businesses thrive**Qualifications**:- 1 year of Desktop/Network Support experience- Certified in Network+, A+, or similar certifications and education- Experience with Ticketing Systems such as CW (PSA)- Experience with Remote Access tools such as CW- Customer support experience- Be able to identify Incident, Task and request tickets for a better ticket handling- English 95%+ (Speak, Read, Write) Fluent English- Strong technical and analytical skills.- Excellent time management and customer service skills.- Ability to work well in a team environment and maintain a high standard of professional conduct.- An excellent customer service manner is required together with the ability to handle challenging support situations with a calm and methodical approach.Responsibilities and duties- **Ticket Management**: Escalate complex issues to senior technicians; prioritize and manage tickets, including triage and routing.- **User & System Administration**: Handle basic IT queries (password resets, software installs, account unlocks); administer Active Directory and Office 365; assist with MFA troubleshooting and re-enrollment.- **Office 365 & File Management**: Resolve Office 365 issues; perform tasks like mapping drives, file recovery, and malware scans.- **Client Interaction & Communication**: Act as a point of contact for clients, providing timely communication and managing expectations; document interactions and resolutions.- **Collaboration & Best Practices**: Work closely with other IT groups and team members; assist in creating and maintaining dispatch policies and procedures; implement best practices.- **Record Keeping & Documentation**: Maintain accurate records of service activities; document actions, alterations, and procedures.- **Industry Knowledge**: Stay updated on IT support and dispatch operation trends and technologies.Physical Requirements:- This is an onsite position; remote or work-from-home options are not available.- Schedule: Monday to Saturday, 9 AM - 6 PM (8 hours per day).- Requires sitting at a desk in front of computer screens for the duration of the workday.Benefits & Perks- Seguridad Social (IMSS), INFONAVIT, FONACOT.- Aguinaldo (15 days), Incapacitacion, Prima Vacacional (25% of total vacation days).- Paid Overtime- Seventh day Off Paid- Paid twelve Days Vacation after completing 1 year with the Company.- Unlimited Coffee & Tea Program.- Monthly Employee's Birthday Recognition Parties.- Annual Christmas Party Program (Posada), and more!Contact InformationPay: $18,500.00 per monthWork Location: In personExpected Start Date: 03/06/2024
