Horatio
Position Summary:
As an IT Support Specialist, you will be responsible for providing technical assistance and support to end-users regarding computer systems, hardware, software, and common network-related issues. You will play a crucial role in ensuring the smooth operation of computer systems and resolving technical problems promptly and effectively. Your primary objective will be to deliver excellent customer service and technical support to end-users, enabling them to utilize technology efficiently.
Responsibilities:
Technical Support: Respond to and resolve incoming support requests from end-users via our ticketing system. Troubleshoot and diagnose hardware, software, and common network issues to identify the root cause.
Problem-Solving: Analyze and resolve technical problems by providing step-by-step instructions, guidance, or workarounds to end-users. Escalate complex issues to higher support teams when necessary.
User Assistance: Assist end-users with basic software installations, upgrades, and configurations. Provide guidance on the proper use of software applications, operating systems, and peripheral devices.
Documentation and Knowledge Base: Create and maintain accurate documentation of support requests, troubleshooting steps, and solutions. Contribute to the knowledge base by identifying recurring issues and documenting resolutions.
Incident Management: Record and track all support incidents using a ticketing system, ensuring proper categorization, prioritization, and timely resolution. Monitor and follow up on open tickets to ensure timely closure and customer satisfaction.
Remote Support: Utilize remote support tools to troubleshoot and resolve issues for off-site or remote users.
Hardware Maintenance: Assist with hardware inventory management, including the setup, deployment, and disposal of computer systems, peripherals, and mobile devices. Coordinate repairs and maintenance activities with vendors as needed.
Continuous Learning: Stay updated with the latest trends and technologies in IT support. Participate in training sessions, workshops, or certifications to enhance technical skills and knowledge.
Required Skills/Abilities:
Strong problem-solving and analytical skills.
An excellent analytical mind.
Attention to detail and organization.
BPO Industry knowledge to better understand the specific needs of customers.
Strong problem-solving and analytical skills.
An ability to stick to strict deadlines.
Proficiency in English
Education and Experience:
Bachelor’s degree or in the process of graduating in computer science, Information Technology, Telecommunications, Electronics & Electricals, or any other related field.
6+ months of experience in similar roles or related fields.
Benefits:
Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
Quarterly performance bonuses
Free snacks every day
Free catered lunch every day
Free catered dinner (for those on night shifts)
Door-to-door transportation after 9:00 PM
Happy hour on Fridays
Holiday parties!
An amazing, unique office environment (no cubes, no assigned workstations!)
Growth and development opportunities (the most in the industry!)
Professional development courses by leading business schools like BARNA
Yoga and workout classes (coming soon!)
Community service opportunities (#HoratioCares)
Discounts at local restaurants and stores
Life At Horatio:
Horatio is changing the way people experience life at work. Yes, that’s right – working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:
Employee First (but actually…): At Horatio, we are a family and that plays into everything we do. We know that our employees are the most important part of the team and we treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates, proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky’s the limit at Horatio!
Wellness Program: Horatio is committed to spread mental health awareness and promote its importance. To take care of our people we have in-house clinical psychologists.
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Horatio
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