Team Leader Support (Portuguese and Spanish Speaker)
Core
First-line IT support specialist serving as the primary contact for incidents and service requests in an international environment.
Role type
Team Leader Support (Service Desk)
Builds
IT support services for end users
Domain
IT Service Management / Multilingual Support
Deliverable
client delivery
Required skills
Portuguese (fluent), Spanish (fluent), ticketing tools (Jira, ServiceNow, Remedy), Microsoft 365, Windows environments, remote support tools, user account management, ITSM processes
Preferred skills
ITIL Foundation certification, Genesys, Jira Service Management, Confluence, French, English
Technologies
Jira, ServiceNow, Remedy, Microsoft 365, Windows, Genesys, Confluence
Responsibilities
Receive and handle support requests via phone, ticketing system, and chat; Log, categorize, prioritize, and track incidents and service requests; Perform initial diagnosis and resolution of common IT issues; Escalate complex incidents to the appropriate support teams; Follow up on open tickets and keep users informed of progress; Maintain accurate documentation of troubleshooting activities and resolutions; Contribute to knowledge base updates and process improvements
Seniority
Mid-level, hands-on IC