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hace 1 semana

Santiago, Chile Motorola Solutions A tiempo completo

Job Description The IT support technician provides face-to-face support via walk-up service for IT-related incidents and requests from employees and contractors along with remote support for off-site users.This bilingual technician is part of a professional team of people providing a single point of contact for high-level customer service and technical support for English and Spanish-speaking users.Primary responsibility will be supporting our employee base with their technology needs including desktop support issues, IP phones, and mobile devices.Experience supporting Windows 11, Mac OS, and Google Workspace is required.This person should be a good communicator who enjoys working with people from all levels of the company.This position will require 100% on-site support at the Santiago Chile site.Work hours are from 8 am to 5 pm with a 1-hour lunch break.This is a 40-hour work week.Location schedule changes based on business needs.Scope of Responsibilities / ExpectationsEnd-User Services:Investigate, troubleshoot, and resolve all computer software and or hardware problems for on-site and remote users.These include but are not limited to Google Suite, Remote/VPN Connectivity, Printing, MS Office, and Chromebox / Audio-Visual services.Primarily responsible for installing and configuring computer systems following a defined imaging process.Diagnosing hardware and software faults and providing technical support to Motorola Solutions employees and contractors.Create, maintain, and update IT equipment in our asset tracking software.Provide mobile device support to include the setup of devices (iOS, Android, etc.)to connect to the mobile device management system and remote authentication applications.Assist with IT onboarding of resources including new PC's, loaner PC's, IT Training, etc.Complete IT responsible tasks associated with offboarding of retired resources assets.Track all customer communication and users requests/problems in the ServiceNow incident tracking system.Ensure customer satisfaction by reviewing and performing follow-up communications on open/closed tickets.Update associated knowledge base with standard resolutions as required.Coordinate between other IT resources ( internal and external) and vendors to resolve issues and proactively evaluate and avoid future issues related to hardware and software on users' computers.Individual must present a positive customer service experience for fellow employeesCreate and maintain in-house documentation; these include but are not limited to checklists, IT Asset Management, general policies, and procedures.Prioritize critical issues and escalate issue(s) following defined processes.Participate in automation and script development for repetitive activities.Expand knowledge and learn new systems and procedures.Perform inventory management tasksBi-lingual read and speak English and SpanishDesired Background/Knowledge/SkillsExcellent knowledge of PC internal components.Ability to operate tools, components, and peripheral accessories.Excellent knowledge of PC and desktop hardware.Hands-on hardware troubleshooting experience.Experience supporting Windows 11 and Mac OS Technical knowledge of current protocols, operating systems, and standards.Able to read and understand technical manuals, procedural documentation, and OEM guides.Strong analytical and problem-solving skillsAbility to communicate effectively with others, both orally and in writing.ServiceNow experienceAndroid and IOS experienceBasic RequirementsAssociate degree or equivalentFluent communication skills in English and Spanish3+ years of IT/Computer experienceOne or more of the following certifications: ACMT ( Apple), CompTIAA+ Certification, Google IT Support Professional, Microsoft MCSETravel RequirementsUnder 10%Relocation ProvidedNonePosition TypeExperiencedReferral Payment PlanYesEEO StatementMotorola Solutions is an Equal Opportunity Employer.All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world.If you'd like to join our team but feel that you don't quite meet all of the preferred skills, we'd still love to hear why you think you'd be a great addition to our team.We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions.To request an accommodation, please email

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