Posted:12 hours ago|
Platform:
Remote
Full Time
Troubleshoot and resolve escalated technical issues from the L1 Service Desk.
Support Windows/macOS, Office 365, VPN, remote connectivity, and enterprise applications.
Identify recurring problems and recommend permanent solutions.
Translate technical documentation and communications between English and Spanish.
Ensure detailed and accurate ticket updates following SLAs and ITIL processes. Escalate issues to L3 or vendors when necessary.
Assist with user account management (Azure AD/Active Directory). Support McLarens business applications and internal systems. Use remote access tools to diagnose and resolve user issues.
Partner with L1 teams for knowledge sharing and escalations. Create and maintain knowledge base articles in English and Spanish. Communicate clearly with users and stakeholders regarding issue status.
2-4 years of L1/L2 IT Service Desk or technical support experience. Strong understanding of Windows 10/11, macOS, O365, networking basics, VPN support.
Knowledge of ITIL frameworks.
Certifications: CompTIA A+, Network+, ITIL Foundation, Microsoft 365. Experience supporting global teams or multilingual environments. Exposure to SCCM, Intune, or other device management tools. Basic scripting skills (PowerShell, Bash).
Strong analytical and problem-solving skills.
Ability to work independently in a remote environment.
Customer-centric mindset with excellent communication.
High attention to detail and reliability.
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