We are looking for a new IT Field Support Technician who is responsible for delivering on-site technical assistance to internal users and ensuring the optimal operation of systems and networks. This role involves regular travel to various sites to address infrastructure and application issues, as well as providing proactive maintenance and user training.
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Deliver both on-site and remote technical support to end-users.
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Address operational incidents and application issues, performing updates and maintenance as needed.
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Install, configure, and maintain hardware, software, and related systems.
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Support technology operations at primary facilities, airport point-of-sale systems, and VIP lounge locations.
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Track and maintain an accurate inventory of IT assets, including both hardware and software.
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Maintain documentation such as user guides, troubleshooting procedures, and system manuals.
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Train staff in the correct use of hardware and software tools.
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Monitor and ensure the effective and secure performance of networks and systems.
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Maintain an activity log to track resolutions, incidents, and user satisfaction.
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Collaborate with other IT teams to ensure seamless integration of systems and infrastructure.
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Stay informed on emerging technologies and best practices, suggesting improvements when applicable.
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Report progress on application deployments, software updates, and system maintenance to relevant stakeholders.
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Enforce compliance with IT policies and procedures for all system users.
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Perform regular preventive maintenance on IT assets and escalate issues when required.
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Manage vendor relationships to ensure adherence to quality standards and service level agreements (SLAs).
Requirements
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Bachelor’s degree completed.
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At least one relevant technical certification.
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Spanish language skills at minimum A1 level (A2 preferred).
Skills & Competencies
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Strong customer service orientation with empathy, patience, and focus on quality resolutions.
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Effective communication skills for engaging and influencing users to follow standards and policies.
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Analytical thinking with the ability to identify root causes and implement long-term solutions.
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Solid problem-solving abilities and experience handling recurring technical issues.
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Strong relationship-building skills with stakeholders at all organizational levels.
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Ability to perform under pressure and meet strict deadlines.
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Competence in managing multiple priorities in fast-paced environments.
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Willingness to travel as required.
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Minimum of 4 years in IT support roles.
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Proven track record in diagnosing and resolving hardware and software problems.
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Proficiency with Windows and virtual machine environments.
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Knowledge of networking protocols such as TCP/IP, DNS, and DHCP.
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Basic skills in configuring communication devices including firewalls, switches, routers, and access points (L1 support/remote hands).
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Familiarity with remote support tools like TeamViewer and Remote Desktop.
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Experience with enterprise applications such as ERP, POS, financial, and payroll systems.
Benefits
- Competitive Benefits
