IT Support Specialist, Bilingual Support in Telecommunications
Overview
Own and resolve desktop, mobile, and network related issues for a global telecom client at scale. You will provide both remote and on-site support from Miami, partnering with vendors and internal teams. You will document activities, monitor incidents, and contribute to process improvements in a fast-paced environment. This role emphasizes bilingual communication, customer service, and technical aptitude. You will join a collaborative team scheduled for flexible hours to cover peak support periods.
What You'll Do10
- 1Build and support desktop and mobile device configurations for end users
- 2Design and implement remote connection support workflows to assist customers
- 3Own ticket lifecycle from creation to resolution including Incident & Change tickets
- 4Ship status reports and recap emails to stakeholders after major issues
- 5Drive staff training on hardware and software usage
- 6Lead the creation of procedures documents and standards for support activities
- 7Collaborate with vendor support contacts to resolve technical problems
- 8Monitor environments using tools to track events and alerting
- 9Assist the backup engineering team with monitoring and daily management of environments
- 10Perform scheduled and unscheduled hands-on tasks as needed
Requirements13
- 1Minimum of 1-year call center support experience
- 2Bilingual (English and Spanish) with excellent verbal and written communication
- 3Strong client interaction and customer service skills
- 4Ability to work flexible hours including nights, weekends, and holidays
- 5Technical problem-solving skills with adherence to established procedures
- 6Ability to work autonomously and under stressful conditions
- 7Detail-oriented with good organizational skills
- 8Familiarity with management applications like Remedy, CA Spectrum, Siebel, Solarwinds, Netcool (plus)
- 9ITIL Foundations/Service+ (plus)
- 10CompTIA A+ (plus)
- 11Microsoft Certifications (plus)
- 12Experience in telecommunications or IT industries (preferred)
- 13Call Center or data center environment experience (preferred)
Salary Insight
Salary not disclosed in listing
Location
Required Skills
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