[Hiring] IT Support Technician I @Interlaced

Role Description

Interlaced is looking to hire a contracted IT Support Technician I in Buenos Aires, Argentina. This position requires knowledge of common business technologies and experience working in diverse technical environments as well as with various cloud infrastructure components.

The candidate we are looking for is:

• An efficient problem solver with high technical skills and experience.
• Up to date with the latest technology trends.
• Personable, with the ability to interact with each level of the client's business, from the front desk to the CEO.
• Able to simplify complex technical solutions and convey them to end users.

Roles & Responsibilities

• Acting as a key layer of Interlaced's support team, clearly communicate your availability to IT Support Associates and schedule your client responsibilities proactively.
• Self-sufficient when taking proactive and reactive tickets, escalating to IT Support Technician II only when a documented solution fails or Interlaced SLA is in jeopardy.
• Gatekeeper for Key Contact approval process and contact verification.
• Taking reactive support tickets to resolution and escalating, if needed.
• Working on proactive maintenance, internal initiatives, or personal education when not working with clients.
• Review and action on your Brightgauge dashboard KPIs for your performance (SLA, Resolution Time, Stale Tickets, etc).
• Develop knowledge of internal Interlaced systems and client-facing technology solutions.
• Develop knowledge of Interlaced clients and Interlaced's service plans.
• Basic understanding of Interlaced's project offerings and how to identify areas of opportunity for Interlaced clients.
• Under direct supervision, work on assigned project tasks for assigned clients.
• Complete assigned training, shadowing, and identify areas of interest for future education.
• Provide training to IT Support Associates and new Interlaced employees.

Qualifications

• Minimum of 1+ years working in IT, with a focus on help desk and customer support.
• Proficiency in B2 or higher in English.

Requirements

• This is a full-time contract position working remotely to assist end users through remote sessions via chat, phone, and email.
• Expected to have a dedicated working environment/home office with stable internet connection.
• Working hours are from 8:00am - 5:00pm Pacific Time (UTC -7 / -8), Monday through Friday excluding holidays.

Benefits

• Competitive compensation ($18,000-$22,000 annual DOE) and open-ended contract.
• Cell phone and health & wellness reimbursements.
• 5 paid vacation days annually.
• 16 paid holidays annually - 6 fixed and 10 flexible.
• 2 paid volunteer days annually.
• Paid sick time.
• Peer-to-peer bonus allowance.