IT Support Technician

Role Overview

• Provide first-level technical support to users by diagnosing and resolving hardware, software, and network-related issues to ensure minimal disruption to operations.
• Troubleshoot and resolve issues related to Microsoft OS, Office 365, MSF internal applications, mobile devices, and videoconferencing tools to maintain system functionality and user productivity.
• Escalate unresolved or complex technical issues to level-2 support (internal or external) and follow up to ensure timely resolution and user satisfaction.
• Utilize remote support tools to assist users across various geographical locations and time zones, ensuring consistent and accessible IT support.
• Ensure effective and timely resolution of remote support requests to maintain operational continuity in decentralized environments.
• Communicate with users regarding the status and resolution of their IT requests using an empathetic, agile, and solution-oriented approach to enhance user experience.
• Follow up on open support tickets and keep users informed throughout the resolution process to build trust and transparency.
• Document technical incidents and problems, solutions, and procedures to build a comprehensive knowledge base and support continuous learning within the team.
• Draft user-friendly guidelines and manuals for common IT issues and new tools to empower users and reduce repetitive support requests.
• Collaborate with cross-functional teams and IT administrators to address complex technical challenges and implement system improvements.
• Support the deployment and maintenance of IT systems and tools in coordination with relevant stakeholders to ensure alignment with organizational needs.
• Contribute to the continuous improvement of IT support processes and tools by identifying recurring issues and proposing enhancements to optimize service delivery.

Requirements

• Technician’s degree in Information Technology, Computer Systems, or a related field is required.
• Proven experience providing IT support to end users in a multinational and/or multicultural environment.
• Proven knowledge of Microsoft platforms and environments, including Windows OS, Microsoft 365 (O365), Intune, and Entra ID.
• Knowledge of key IT Security concepts and principles.
• Experience troubleshooting hardware, software and end-user IT issues, providing both onsite and remote technical support.
• Fluency in Spanish and English (written and spoken) is required.
• Basic knowledge of French will be considered an asset.
• Strong analytical and problem-solving skills, customer service orientation, and the ability to work effectively in multicultural teams.
• Commitment to MSF’s principles and values, with demonstrated teamwork and cross-cultural awareness.

Benefits

• secondary benefits based on MSF OCBA Reward Policy