Support (Portuguese, French and Spanish Speaker)
Core
First-line IT support specialist serving as the primary point of contact for incidents and service requests in an international environment.
Role type
Senior IC Service Desk Agent
Builds
IT support services for end users
Domain
IT Service Management / Multilingual Support
Deliverable
client delivery
Required skills
Multilingual communication (Portuguese, French, Spanish), 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, experience in multilingual support environments
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; Perform initial diagnosis and resolution of common IT issues; Escalate complex incidents; Follow up on open tickets; Maintain accurate documentation; Contribute to knowledge base updates
Seniority
Junior to Mid-level, hands-on IC