RESPONSIBILITIES Diagnose and troubleshoot hardware/software issues to document and resolve problems. Provide second-level user support for complex issues that cannot be resolved remotely by the Service Desk. Ensure incident management by responding to service desk requests via multiple communication channels and escalating as necessary. Lead hands‑on support for IT project implementations and perform additional job‑related duties as assigned. Collaborate with cross‑functional teams to solve end‑user technology issues. Assist with asset management and maintain stock levels of spare equipment. Support the Platform Service Team in backup operations and PC replacement programs. Keep IT management informed about the state of local infrastructure. QUALIFICATIONS Strong sense of ethics and capacity to interact with stakeholders. Excellent collaboration and communication (Verbal and written) skills. Proficiency bilingual (Spanish/English) language competency required. Bachelor's degree or equ...