IT Support Specialist

Organizational Relationships Primary Accountabilities and Responsibilities

• Provide first call resolution whenever possible.
• Manage and resolve tickets associated to the geography using the company internal ticketing platform.
• Provide level 1, 2 and 3 hardware, desktop software and hardware support for the subsidiary employees and associates.
• Determining root causes of End Users application issues. Provide answers, investigating problems, documenting solutions and providing training to system users as required.
• Provide level 1 SAP, Access Control whenever is possible and escalate issues with Regional and Corporate teams.
• Administration and day to day support of iOS/Andorid mobile devices.
• Provide support for all IT hardware and software purchases as per instructed by supervisor.
• Responsible for purchasing process from quotes to issuing PO (IT Materials).
• Responsible for prioritizing service desk calls according to business impact.

• Assist with project scheduling, requirements research and documentation.
• Assist with developing relationships necessary for a successful project team across multiple functional areas.
• Create, analyze, document and communicate project summaries and status updates regularly to project team members and leadership across the subsidiary as appropriate.

• Shared responsibility with Regional IT Support Coordinators for level 1-2 of configuration, deployment and hardware and software resolution for approximately 20 users.
• Shared responsibility with Regional IT Support Coordinators for supporting hardware, software and phones at four (4) Hortifrut Warehouses and approximately 20 remote home offices

• Bachelor’s degree in Information Systems preferred or equivalent experience.
• 3+ experience years in technical support.
• Extensive knowledge with Windows operating systems (Windows 10/11), MAC OSX, protocols and tools.
• Knowledge of iOS/Android mobile devices.
• Experience working with ticketing tools (Jira). ITILv4 certification is a plus.
• Experience working with Azure, Entra, Defender enterprise applications.
• Knowledge in ISO 27001/02 is a plus.
• Knowledge in Gen AI (Copilot) is a plus
• Networking LAN and WAN knowledge (Firewalls, Switching, Routers)
• Must be available for occasional after-hours support.
• Advanced knowledge of O365 applications.
• Ability to grasp new technologies at a fast pace.
• Highly focused customer service skills.
• Articulate and efficient.
• Able to work as part of a team and independently.
• Recommends process improvements to senior team members.
• Interacts with other IS disciplines and displays familiarity with a variety of software, hardware and applications.
• Must have outstanding organizational skills.