Job Title: IT Service Desk or Helpdesk
Contract: Full Time 
Company: Puzzle
Location: Honduras
Type of employment: Remote in Latin America

About Puzzle:

At Puzzle, we are dedicated to delivering innovative technology solutions to businesses across various industries. Our team of passionate professionals is committed to helping our clients achieve their business goals by leveraging the power of technology.

Job Summary: 

 We are seeking a skilled IT Service Desk or Helpdesk to join our Managed Service Provider (MSP) team. You will play a pivotal role in providing technical support, troubleshooting, and issue resolution for our clients. Your expertise and commitment to exceptional customer service will ensure the smooth operation of our clients' IT environments.

Responsibilities:

• Serve as a primary point of contact for client technical inquiries and issues.
• Provide advanced technical support via phone, email, and ticketing system.
• Diagnose and resolve complex hardware, software, and network problems.
• Collaborate with team members to escalate and resolve challenging issues.
• Actively contribute to the development and maintenance of the MSP knowledge base.
• Assist in training and mentoring junior support analysts.
• Ensure timely resolution and follow-up on client-reported problems.
• Participate in after-hours support rotation as needed.
• Continuously update and document client configurations and solutions.

Qualifications:

• Associate's degree in an IT-related field; bachelor's degree preferred.
• 2-5 years of experience in a technical support role.
• Proficient understanding of IT hardware, software, networking, and operating systems.
• Demonstrated expertise in troubleshooting complex technical issues.
• Strong problem-solving skills with an analytical mindset.
• Excellent communication skills, both written and verbal.
• Ability to manage multiple tasks and prioritize effectively.
• Customer-centric attitude with a commitment to exceptional service.
• Knowledge of remote support tools and IT management software.

Additional Information:

• This is a second-tier support position within our MSP, requiring advanced technical skills.
• Opportunity for growth and skill development within the organization.
• A deep commitment to teamwork and collaboration is essential.
• Join our dynamic MSP team and take your technical support career to the next level.

Check out the exciting perks that come with becoming a #Puzzler!

• Competitive salary: You’ll receive a generous USD salary that reflects your skills and experience, so you can focus on doing your best work.
• Time off to recharge: We believe in work-life balance, which is why we offer paid time off (PTO) so you can take the breaks you need to come back refreshed and ready to tackle any challenge.
• Your health matters to us: We know that taking care of your health is important, which is why we provide a health insurance subsidy to make it easier for you to get the care you need.

So what are you waiting for? Put your puzzle-solving skills to the test and join our team today!

Interested in knowing more about our company? Follow us on social media!

LinkedIn: Puzzle
Instagram: @puzzle.tech_