Job Description

Job Summary

This role focuses on delivering technical support in Spanish for Windows environments, ensuring prompt resolution of user issues and maintaining customer satisfaction. The individual applies in-depth language and technical skills to independently manage service tickets, perform root cause analysis, and contribute to the continuous improvement of support processes.

Key Responsibilities

1. Troubleshoot and resolve Windows operating system issues using Spanish (Spain) and English language skills, ensuring adherence to defined SLAs for ticket resolution.
2. Utilize remote desktop tools and Windows administration utilities to diagnose, analyze, and address user-reported incidents and service requests.
3. Conduct root cause analysis for recurring Windows-related problems, documenting findings and proposed solutions in the knowledge base.
4. Update, maintain, and enhance technical documentation and knowledge base articles in both Spanish and English to support service quality and team learning.
5. Provide guidance and training to new team members and analysts on Windows troubleshooting procedures and effective communication in Spanish (Spain).
6. Engage with customers via email, chat, or phone in Spanish (Spain) and English, ensuring a positive customer experience through clear communication and first-call resolution.

Skill Requirements

1. InDepth Knowledge Of Windows User Account Management, File Systems, And System Security Features.
2. Advanced Command Of Spanish (Spain) And English, Both Written And Verbal, For Technical Support And Documentation.
3. Familiarity With Remote Desktop Tools, Ticketing Systems, And Itsm Platforms.
4. Strong Analytical And ProblemSolving Skills For Conducting Root Cause Analysis On Windows Issues.
5. Ability To Update And Manage Technical Documentation In Spanish And English.

Other Requirements

1. Optional but valuable: Microsoft Certified: Modern Desktop Administrator Associate (MD100/MD101)
2. Optional but valuable: ITIL Foundation Certificatio