IT Support Specialist

Job Description

Job Description

Position: IT Support Specialist

Location : Miami, FL 33172 (Onsite)
Job Type: Full-Time
Schedule: Wednesday - Saturday (12 hour shifts)

Job Summary 

Our client is a global telecommunications company based in Doral, FL, providing innovative connectivity and technology solutions to businesses worldwide. They are seeking a Bilingual IT Support Specialist to deliver remote and phone-based technical support to customers. This role is responsible for troubleshooting hardware, software, mobile device, and network-related issues, documenting support activities, and ensuring service levels are met. The ideal candidate is a customer-focused problem solver with strong communication skills, technical aptitude, and a passion for delivering exceptional support in a fast-paced environment.

Key Responsibilities:

• Assist users with the installation, configuration, and usability of desktop computers, peripherals, and software.
• Provide support for desktop computers, mobile devices, peripherals, software, and networks.
• Offer remote connection support to end-users.
• Train and orient staff on hardware and software usage.
• Track tickets until final resolution, including Incident & Change tickets.
• Prepare status reports and recap emails as necessary.
• Attend group and general staff meetings.
• Create procedures documents and document standards and procedures.
• Work with vendor support contacts to resolve technical problems.
• Utilize monitoring tools to track events affecting managed environments.
• Assist the backup engineering team with monitoring and daily management of environments.
• Perform scheduled and unscheduled hands-on tasks as needed.

Requirements:

• Minimum of 1-year call center/support center experience preferred.
• Willingness to learn new technologies.
• Excellent verbal and written communication skills in English and Spanish.
• Strong client interaction and customer service skills.
• Ability to work flexible hours, including nights, weekends, and holidays.
• Technical problem-solving skills with adherence to established procedures.
• Ability to function autonomously and under stressful conditions.
• Detail-oriented.

Preferred Technical Skills:

• Familiarity with management applications like BMC (Remedy), CA Spectrum, Siebel, Solarwinds, Netcool, etc., is a plus.
• ITIL Certifications Foundation/Service a plus.
• CompTIA Certifications (A+) is a plus.
• Microsoft Certifications are a plus.
• Experience in the telecommunications and/or Information Technology industry is preferable.
• Experience working in a Call Center and/or data center environment is preferable.

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