Sr. Systems Engineer
Job Description
• To provide level 1 IT support via chat, call, and email for Spanish speaking users/customers. Level 1 IT support includes but not limited to the following:
• Perform basic troubleshooting with user's desktop and laptop issue for both Windows and Mac Computers.
• Perform basic troubleshooting to office applications such as Outlook, Word, Excel, PowerPoint, and MS Teams
• Perform basic troubleshooting to network related issues such LAN, Wi-Fi, and VPN problems.
• Perform account and password management to basic tools such Active Directory, Mainframe, and MFA.
• Logging and Managing both Incidents and Service Requests tickets using the ITSM ticketing tool until the issue or request is completed.
• Maintain a high level of Quality Customer Service.
• Perform escalation and follow up with L2 Teams
• Translations from English to Spanish for communications sent to Spanish speakers