Level2 Tech Support

Full Job Description

ESP Global Services is a world-class IT services organization that specializes in enterprise managed services, infrastructure engineering, and global field support, due to continued growth and customer acquisition are looking for a Bilingual (Spanish/Portuguese) On-site IT Desktop Support Technician based in Trinidad.
As the
**Bilingual - Spanish/Portuguese**

**What About the Role**:
To provide and maintain continuity of service for all desktop devices for our customers all around the world.

**What You’ll Do**:

- Respond to allocated customer incidents and service requests and manage through to a successful resolution within agreed service levels.
- Deliver desk-side support services to the customer in line with agreed project timescales and service levels.
- Deliver hard and soft break fix services for laptops and desktops across the customer site portfolio.
- Support, manage and maintain the configuration and installation of the Desktop, including patch updates and hardware replacements.
- Identify and obtain from the vendor any spares required to respond to incidents and ensure that the customer is kept informed of any resulting delays.
- Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements.
- Provide onsite smart hands support for remote support teams
- Pro-active incident detection Line of Sight and tech bar’s
- Create and update Knowledge Base articles as and when required
- Diagnoses errors or technical problems and determines proper solutions
- Creates workaround procedures when standard procedures have failed and ensures issues are resolved.
- Supplier will provide VIP support (Customer Support+) at identified locations.

**What You’ll Need**:

- Two to three (2-3) year’s providing IT Infrastructure field support
- Knowledge of SCCM, Active Directory, SCCM, Mobile phones, Service Now ticketing system, Win10 deployment, Bitlocker, Office 365, VPN.
- Good knowledge and experience in O365, Microsoft Desktop Software and Operating Systems.

**Location**: Charlieville, Chaguanas, Trinidad
**Salary**:Competitive salary + Benefits
**Hours**:9:30am to 9:30pm - rotational schedule - 4 days on & 4 days off