Technical Support Representative

Intermex is seeking a Service Desk Engineer in Miami, FL. With our continued growth, you will join a growing team. As an IT professional, you will service our day-to-day corporate operations. Ensure maximum user system operability by providing high quality and prompt technical support to internal and remote customers regards to applications, hardware, software, infrastructure and basic networking issues.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

• Handle initial and escalation user support and requests for 1000+ employees.
• Support will be provided both remote and in person.
• Follow-up on all incidents and requests until they are completed and inform the user of successful completion or resolution.
• Support Workstations, Desktops, Laptops, Mobile Devices & Deployment of Hardware/Software
• Create and maintain a knowledge base containing subsections for all supported software and hardware.
• Maintain the incident tracking database. Ensure that incidents are timely input, regularly updated and entered in a clear and concise manner.  Provide reports as necessary.
• Maintain parts and consumable inventory, ensuring that minimum stocking levels are always available.
• Represent IT to user community in a professional and service-oriented manner.
• Provide IT Operations backup support when necessary.
• Work on special projects for IT senior management.
• Answering technical calls and providing phone or remote support.
• Creating/maintaining service ticket and knowledge databases.
• Research events and alerts for potential resolutions to client and server issues.
• Provide new user orientation for IT services provided.
• Work closely with the Operations & Network team to resolve networking and operation issues.
• Assist in keeping our remote monitoring systems up to date and alerts current.
• Customer support liaison for large scale issues and remediation.
• Replacement and support of peripheral devices
• Conduct training for end users
• Manage Outlook permissions
• Building images for workstations and deployment
• Provide Video Teleconferencing end user support and assistance

SKILLS / QUALIFICATIONS:          

• Written and verbal Spanish fluency is a must
• Office365 Administration including Teams, OneDrive, & SharePoint.
• Be available for occasional special projects that take place after normal operating hours.
• Participate in implementing user account management processes, print-service management, and maintaining optimized connectivity between systems.
• Provide assistance to team members in researching new technologies, developing short range plans intended to evaluate alternate, customer focused IT products.
• Maintain an extensive depth of knowledge concerning the most recent technological advances, anticipated designs and future products on the horizon.
• Strong experience within a Windows 10/11 Enterprise environment.
• Hardware image creation & deployment/components, troubleshooting.
• Experience using JIRA or other ticketing systems.
• ITIL Foundation Certification is a plus.
• Certifications such as MCP (Windows 10) is a plus.
• User account administration/permissions.
• Perform MAC (Moves, Adds and Changes) duties.
• Microsoft technology stacks (Office, Active Directory).
• End user hardware: notebooks, desktops, peripherals, monitors, mobile devices.
• High volume networked multi-function printers support.
• Knowledge of Windows 10 with Mac OS X knowledge extra.
• PowerShell scripting.
• This position will participate in an on-call schedule, providing after hours support as necessary.