Analista Mesa de Ayuda, Nivel VII
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Job Description
IT Support Analyst for Stefanini providing first level support and managing user incidents through various channels. Resolving technical issues while documenting procedures and collaborating with IT teams.
Responsibilities:
- Atender y registrar incidentes y requerimientos de usuarios a través de distintos canales (teléfono, mail, chat, sistema de tickets).
- Brindar **soporte técnico de primer nivel (N1)** en hardware, software y aplicaciones corporativas.
- Diagnosticar y resolver problemas relacionados con sistemas operativos, correo electrónico, herramientas de oficina y conectividad.
- Gestionar **altas, bajas y modificaciones de usuarios** y accesos (por ejemplo, reseteo de contraseñas, permisos).
- Derivar y escalar incidentes complejos a niveles superiores (N2 / N3), asegurando el correcto seguimiento.
- Documentar soluciones y procedimientos para la base de conocimiento.
- Realizar seguimiento de tickets hasta su cierre, cumpliendo con los **SLA establecidos**.
- Asistir en la instalación, configuración y actualización de equipos y aplicaciones.
- Brindar soporte y orientación al usuario final, promoviendo buenas prácticas de uso.
- Colaborar con otras áreas de IT para la resolución de incidentes recurrentes.
- Participar en tareas de mantenimiento y soporte preventivo.
- Reportar incidentes críticos o recurrentes al equipo correspondiente.
Requirements:
- Formación en Sistemas, Informática o carreras afines
- Experiencia previa en **soporte técnico / mesa de ayuda**
- Conocimientos en sistemas operativos **Windows y/o macOS**.
- Manejo de herramientas de oficina (Microsoft 365 / Google Workspace).
- Conocimientos básicos de **redes** (TCP/IP, DNS, VPN, Wi-Fi).
- Experiencia o familiaridad con **herramientas de gestión de tickets / ITSM** (ServiceNow, Jira Service Management, GLPI, Freshservice, etc.).
- Conocimientos básicos de **Active Directory** (gestión de usuarios, reseteo de contraseñas).
- Nociones de **ITIL** (deseable).
Benefits:
- Jornada Full Time, de Lunes a viernes de 16 a 01hs. Modalidad remota
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