Job Description

About the Role

We are looking for bright and experienced IT professional to provide employee IT troubleshooting. Working with a remote Help Desk team to deliver a high-quality user experience for AppGate's employees.

Key Responsibilities

• Provide support for the technological infrastructure assigned to AppGate's users on matters related to the setup and maintenance of hardware and software (such as Operating System, Office 365, drivers, printers, Wi-Fi, among others).                                       
• Document and track cases reported on the corporate ticketing platform until their respective closure.                                     
• Support the onboarding process for new hires, assigning the required physical IT resources, configuring the tools required for their work, and explaining the use of the AppGate's end user tools.                                         
• Set up computers, install operating systems and corporate applications such as endpoint protection, Office products.                                       
• Manage the IT equipment inventory, warranties, monitors, peripherals, and printer                                                                            
• Administrate technological platforms such as printers and biometric systems.                                       
• Support the various daily tasks of the area and improvement projects.                                       
• Perform maintenance on computer equipment when an incident is reported.                                     
• Coordinate and accompany vendors in preventive and/or corrective maintenance of IT equipment.                                         
• Support the employee departure process, coordinating the recovery of assigned technological resources and completing the check-out form.                                      
• Perform secure data erasure on hard drives.  
• Coordinate and accompany third parties in process such as audits or inspections.  

Requirements

Requirements

• Technical degree, technology degree, or student in Systems Engineering, Computer Science, Electronics, Telematics, or related fields.      
• Minimum 3 years of experience in General IT and user support on Windows, Windows Server, MacOS and Linux platforms knowledge and experience.
• Networking, Office 365, Windows Active Directory (AD) knowledge and experience.  
• Basic security understanding and working experience with dual factor/multi factor authentication (2FA/MFA) solutions.
• Ability to execute detailed procedures in accordance with AppGate's strict cybersecurity requirements.
• Basic ITIL problem management understanding and support ticket systems understanding.
• English is our business language

If you are an experienced IT Engineer who has helped Help Desk teams to provide employees IT troubleshooting with a proactive attitude and continue improvement focus — we want to hear from you.

Benefits

Remote Work Allowance

Comprehensive Health Insurance Coverage for Individuals and Their Families

Wellness Allowance