ID 547 – Support L3

    Descripción del trabajo
    We are looking for an Application Support Technician (L3) for one of our important clients. The Application Support Technician provides guidance, assistance, coordination and follow-up on client questions, problems and defects of a wide variety of desktop applications maintained by the firm.  This may include off the shelf software and/or business specific application software and hardware.
    Essential Functions of the Job:
    • Under limited supervision, respond to customers’ inquiries concerning support requests and problem resolution.
    • Resolve software problems and/or identify and escalate hardware problems reported to the team.
    • Identify sources and trends of technical problems to prevent future occurrences.
    • Serves as an escalation point for difficult problems and complex inquiries.
    • Follows up on specific inquiries or requests to ensure client satisfaction.
    • May be asked to act as a peer group leader. 
    • May be required to help train colleagues and service desk staff.
    • May be asked to act as a backup to his/her supervisor.
    • Overtime will be required from time to time during projects and times of increased workload.

    Work may be required at night or on weekends to support a project or during times of a system outage or emergency.

    Analytical/Decision Making Responsibilities:
    • Ability to identify potential points of failure, areas for improvement, and identifying pain points and bottlenecks.
    • Makes recommendations to the team lead in regards to process changes and drives implementation, based on the needs of the business and product direction.
    • Leads the team to classify and prioritize issues related to the product.
    • Provides recommendations and analytical expertise on enhancement requests raised by Engineering, and challenges these requests if necessary.
    • Proven ability to coordinate resolution of issues on a subarea / area / global basis
    • Capable of managing small to midsize projects and leading sub-teams on large projects
    • Proven ability to coordinate resources to complete complex assignments
    • Ability to effectively communicate with other groups in IT Services, business practice representatives and outside vendors.
    • Enforces strategic product/policy direction set by management
    Skills Requirements:
    • Windows Desktop OS including Windows 7 and 10.
    • Advanced troubleshooting skills of Lotus Notes, MS Office, Internet Explorer, Windows and Apple operating systems.
    • Networking – TCP/IP (Configuration of Client, Client Troubleshooting).
    • Strong interpersonal, client service, communication, and organizations and project management skills.
    • Ability to work under pressure and react appropriately in a crisis situation.
    • Sufficient knowledge of IT operations, responsibilities, work flow processes and procedures in order to resolve most inquiries independently.
    • The ability to effectively work and team with clients, management and staff members.
    • The ability to fully document processes and fixes.
    • The ability to create and deliver presentations as necessary
    • ITIL is a plus.
    • Proficient in Service Now Incident, Problem, and Change Management.
    • Extensive knowledge and advanced troubleshooting skills of the applications comprising the Global Core Loadset.
    • The ability to read, write, speak and understand the English language.
    • A Bachelor’s degree in Engineering, Computer Science or a related discipline.
    • Certifications, trade school degrees or a solid work history will be considered if such a degree has not been obtained.
    • Approximately 2-6 years of desktop management experience.
    • Extensive knowledge of IT operations.
    • Technical certifications are not required but will be considered a plus, especially if it’s closely related to the technologies referred to above.
    Shift: Monday to Friday 9-6 PM
    Location: Microcentro


    Health insurance: Swiss Medical (Premium)

    Discounts “ASE” (nursery, glasses, etc.)

    Club La Nación Premium

    Discounts at universities: UADE, Torcuato Di Tella, San Andrés, etc.

    Discounts at gym: Megatlón 40% and others

    Gifts for marriage, birth/adoption of children    

    Pearson English
    Global Network Certifications (Agile & ITIL)
    Career Path 
    And more…
    Detalles del trabajo
    • LugarMicrocentro