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- Tasks: Provide top-notch IT support and resolve technical issues for users in Brazil.
- Company: Join Texaport, a dynamic UK-based MSP with a global reach.
- Benefits: Enjoy a fully remote role with competitive salary and growth opportunities.
- Why this job: Make a real difference by helping users overcome their IT challenges.
- Qualifications: Fluent in Spanish and English, with 2 years of tech support experience.
- Other info: Be part of a collaborative team and enhance your tech skills in a supportive environment.
The predicted salary is between 30000 - 42000 £ per year.
Texaport is a UK-based MSP serving businesses globally. The company has been trading for over 12 years and is headquartered in Edinburgh, United Kingdom. It is expanding its offering globally and is looking to provide 24/7 cover to its clients. With a growing client base in Brazil, it is now time to secure local Technicians to support this user base.
Job Requirements
- Respond to requests for technical assistance via ticket or in person
- Diagnose and resolve technical hardware and software issues
- Research questions using available information and resources
- Take ownership of users' queries, follow up on the status on behalf of the user, and communicate promptly
- Follow standard help desk procedures
- Log all help desk interactions
- Maintain a high level of Customer Service for all customer queries
- Redirect problems to the appropriate resource
- Identify and upscale situations requiring urgent attention
- Track and route problems and requests, and document resolutions
- Create and update documentation for FAQs, knowledge base, user guides, how-to guides, workarounds, etc., to aid customers and IT staff
- Publish support documentation to assist staff with requests and information
Personal Requirements
- The ideal candidate will be able to explain technical concepts in a clear and understandable manner to non-technical individuals.
- Possess patience and empathy when assisting end-users facing IT difficulties.
- Professional Spanish proficiency required.
- Advanced English proficiency required.
- 2 years of previous experience in a technical support role.
- Exhibit a customer-centric approach to support, showcasing a commitment to prioritising the needs of customers.
- Demonstrate exceptional client interaction skills, both verbally and in written communication.
- Apply a logical and systematic approach to troubleshooting technical issues.
- Have the ability to prioritise tasks and manage time efficiently.
- Display excellent time management skills, including awareness of time constraints, priorities, and deadlines.
- Demonstrate the capacity to research and rapidly learn new technologies and solutions even under pressure.
- Act as a strong team player, actively contributing knowledge and expertise to foster collaboration.
Experience
- Having worked in a similar role within an IT managed service provider would make you stand out, but previous MSP experience is not a prerequisite, and we are open to new talent from any IT background!
- Exposure to the following technologies, but not limited to, would be advantageous: Windows Server, Windows Desktop, Microsoft Office 365, Active Directory & Entra, DNS, DHCP, Group Policy, Networking, switches, subnets, LAN, WAN, DNS.
Location & Salary
Our organisation is located in Edinburgh, UK, and we require the successful candidate to work remotely from São Paulo.
Job Type: Full-time, Permanent, Fully remote.
IT Support Analyst - LATAM in Edinburgh employer: Decoding Pinterest
Contact Detail:
Decoding Pinterest Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Analyst - LATAM in Edinburgh
✨Tip Number 1
Get your tech skills sharp! Brush up on the specific tools and technologies mentioned in the job description, like Windows Server and Microsoft Office 365. We want to see you confidently tackle those technical questions during interviews.
✨Tip Number 2
Practice your communication skills! Since you'll be explaining complex concepts to non-techies, we suggest role-playing with a friend. This will help you articulate your thoughts clearly and show off your customer-centric approach.
✨Tip Number 3
Show us your problem-solving prowess! Prepare some examples of how you've tackled tricky IT issues in the past. We love candidates who can demonstrate a logical approach to troubleshooting and can think on their feet.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you're serious about joining our team and ready to contribute to our growing client base in Brazil.
We think you need these skills to ace IT Support Analyst - LATAM in Edinburgh
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Support Analyst role. Highlight your relevant experience, especially in technical support and customer service. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a great fit. Don’t forget to mention your language skills – they’re super important for us!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled technical issues in the past. We love seeing candidates who can think on their feet and provide excellent customer service under pressure.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Decoding Pinterest
✨Know Your Tech Inside Out
Make sure you brush up on the technologies mentioned in the job description, like Windows Server and Microsoft Office 365. Be ready to discuss your experience with these tools and how you've used them to solve problems in the past.
✨Show Off Your Customer Service Skills
Since this role is all about helping users, be prepared to share examples of how you've provided excellent customer service. Think of specific situations where you turned a frustrated user into a satisfied one, and highlight your patience and empathy.
✨Practice Your Communication
You’ll need to explain technical concepts to non-techies, so practice simplifying complex ideas. Consider doing mock interviews with friends or family to get comfortable explaining things clearly and concisely.
✨Demonstrate Your Problem-Solving Approach
Be ready to walk through your troubleshooting process during the interview. Use the STAR method (Situation, Task, Action, Result) to describe how you’ve tackled technical issues in the past, showcasing your logical and systematic approach.
