Senior Technical Support Engineer managing customer technical support for Stryker’s Vocera solutions. Documenting issues, monitoring inquiries, and collaborating within the company to enhance customer experience.
About the role
- Technical Support Specialist providing first and second level support in Spanish for Quality Digital's clients. Involves troubleshooting, call management, and system assistance in a hybrid work model.
Responsibilities
- Log and manage tickets, handling first- and second-level requests;
- Provide support for operating systems and software installation, Microsoft Office suite, networks, printers and peripherals, as well as maintenance of desktops and laptops;
- Perform directory mapping, configure email (POP/Exchange), Lotus Notes, set up user profiles, install VPNs, manage Active Directory, and configure IP settings;
- Monitor, respond to, and update tickets in the queue to prevent backlogs that could compromise project SLAs, and minimize ticket backlog as much as possible;
- Create and update the knowledge base, procedures, support scripts, and problem-resolution documentation in the KCS portal.
Requirements
- Knowledge of network troubleshooting, microcomputer support, software and hardware troubleshooting, Service Desk tools, operating systems and Microsoft Office suite; familiarity with smartphones/mobile devices.
- Fluent in Spanish.
- Bachelor's degree in a technology-related field.
Benefits
- Meal and/or grocery allowance for food purchases and meals
- Medical and dental insurance for you and your family
- Partnership with pharmacies for medication discounts
- Childcare assistance according to company policy
- Corporate gym partnership/discount to encourage exercise
- Partnership with SESC for cultural and leisure programs
- Partnerships for language studies, technology training, and course platforms
- Payroll-deductible loans with attractive rates + financial education program
- Corporate University and learning paths with content on technology, soft skills, market trends, and more
- Employee referral program with potential rewards and bonuses
- Group life insurance
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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