IT Helpdesk Agent

Imagine building a career where you make an impact in the lives of others while generating your own professional success through continuous learning and growth in an environment that is not only professional, but fun. This is itel, and this is your opportunity to take that next bold step towards financial freedom and career development.

Role Description

 

This is a full-time, on-site Helpdesk Agent role located in San Pedro Sula. The Helpdesk Agent will provide high-quality technical support to customers, resolving inquiries and issues efficiently. Key responsibilities include troubleshooting technical problems, ensuring customer satisfaction, and offering timely help desk support. The role involves working in a fast-paced environment where strong customer service skills are essential.

 Qualifications

 

• Typically, 4 or more years of related experience 
• General education, vocational training and/or on-the-job training. Accredited, IT related certifications are typical. Accredited, IT related bachelor’s degree is preferred. 
• Proven technical abilities in areas such as Technical Support, Help Desk Support, and Troubleshooting
• Strong interpersonal skills for providing excellent Customer Support and ensuring Customer Satisfaction
• Ability to effectively communicate technical information to both technical and non-technical audiences
• Strong problem-solving and critical-thinking skills
• Proficiency in bilingual communication (Spanish and English) is required
• Experience in a CX-driven or customer-facing role is preferred
• Willingness to work on-site in San Pedro Sula with a commitment to punctuality and professionalism

Specific Knowledge and Skills: 

• Intermediate level of technical knowledge and skills with installation, setup, maintenance, and troubleshooting support services of IT related products including but not limited to: o Hardware for desktops, laptops, and tablets o Hardware for small business servers o Current Microsoft supported Windows desktop and server operating systems o Small business switches, routers, firewalls, and access points o Peripherals, printers, scanners, displays, and interface devices o Data backup systems, software, and media o Business productivity software, email, web browsing, security software o Miscellaneous devices, cabling, memory, storage, add-on components o Domain, user accounts, software accounts o Network connectivity and wireless access issues o Update and patch deployment, virus removal, malicious software removal 
• Experience with using standard office equipment, business productivity software such as Microsoft Office, Microsoft Outlook, ticketing databases, CRM databases, remote access software, and call center phone systems is typical.  Prefer experience with N-able RMM software, MSP Backup software, LogMeIn Rescue, Bomgar, Sales Force, Dell, HP, Lenovo hardware, Windows Server OS, Windows Desktop OS, WatchGuard network devices and software, Synology NAS, Ubiquiti network devices, AVG, Webroot, AV Defender.