Lugar de trabajo: presencial, HCL GDL Andares Horario rotativo; disponibilidad 24/7 Perfil: SD Job Description: Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat or videocall for customer’s end users Classify Service Calls according to the specified options. Route problems to internal 2nd and 3rd level IT support staff using knowledge base articles. Coordinate with level 2 and 3 and support staff that provide hardware / software / network problem resolution. Skills: 2-3 years of experience in similar role High school certificate Customer-focused Time availability is required. Thorough knowledge of troubleshooting remote access issues Excellent communication skills, (active listening skills) Able to articulate and speak with clear voice Must have empathy with end users Good writing techniques (English) Good phone techniques (English) Experience with: Citrix, ServiceNow, Active Directory and connections to VPNs