Technical Support - EL salvador (2) at GSB Solutions

📍 Job Overview

Job Title: Technical Support - EL salvador (2)
Company: GSB Solutions
Location: El Salvador
Job Type: Full-time
Category: IT Support
Date Posted: 2025-07-19
Experience Level: Mid-level (2-5 years)
Remote Status: On-site

🚀 Role Summary

Provide comprehensive technical support services to internal customers and service providers, ensuring timely issue resolution and effective communication.
Manage asset processes, replicate and resolve incidents, and contribute to a proactive support environment.
Collaborate with various IT infrastructure support groups to drive incident resolution and maintain service level agreements (SLAs).

📝 Enhancement Note: This role focuses on customer support and incident management, requiring strong communication skills and a proactive approach to problem-solving.

💻 Primary Responsibilities

Incident Management: Assess reported issues, work directly with service providers for escalation, and ensure timely issue resolution.
Communication: Effectively communicate with the Deskside Supervisor regarding asset management, break/fix processes, and Help Desk-related issues.
Asset Management: Follow established asset management processes and report potential problem cases to the Deskside Manager.
IMAC-related Tasks: Perform IMAC (Install, Move, Add, Change) related tasks as assigned.
Escalation: Escalate issues to the Deskside Manager when high-level technical support is needed or when Client Home Office personnel are required for resolution.
Support Documentation: Create and submit detailed call logs documenting customer interactions, ensuring accuracy, thoroughness, and timeliness.
Knowledge Sharing: Contribute current technical information and best practices concerning proprietary applications using various knowledge distribution channels.
Special Projects: Perform customer support-related tasks and special projects as assigned by management.
Interdepartmental Liaison: Liaise with other departments as necessary to seek resolutions to all issues reported.
Resource Utilization: Organize and utilize all support resources provided, including emails, documentation, contact lists, etc.

📝 Enhancement Note: This role requires a strong focus on customer service, incident management, and effective communication to ensure timely issue resolution and maintain service level agreements.

🎓 Skills & Qualifications

Education: A bachelor's degree in Information Technology, Computer Science, or a related field is preferred but not required. Relevant certifications, such as CompTIA A+, are a plus.

Experience: Candidates should have 2-5 years of experience in technical support, with a strong focus on customer service and incident management. Experience in Windows core technologies and network configuration is essential.

Required Skills:

Good/Excellent Verbal and Written Spanish and English Communication Skills
Excellent teamwork skills
Experience in desktop, laptop, printer, server, and network management
Substantial experience in notebook and printer management
Experience with Windows core technologies
Collaboration experience, including remote control of PCs and video conferencing knowledge
Basic console handling experience
Experience configuring networks, routers, and switches

Preferred Skills:

Relevant certifications, such as CompTIA A+
Experience with ITIL (Information Technology Infrastructure Library) framework
Familiarity with service level agreements (SLAs) and incident management processes

📝 Enhancement Note: While a bachelor's degree is preferred, relevant experience and certifications are more important for this role. Candidates should have a strong focus on customer service and incident management, with experience in Windows core technologies and network configuration.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A well-organized portfolio showcasing previous technical support projects and case studies.
Examples of incident management processes, including escalation and resolution strategies.
Demonstrations of strong communication skills, both written and verbal, in English and Spanish.

Technical Documentation:

Detailed call logs documenting customer interactions, including accuracy, thoroughness, and timeliness.
Process documentation related to asset management, break/fix processes, and Help Desk-related issues.
Knowledge base articles or blog posts demonstrating technical expertise and problem-solving skills.

📝 Enhancement Note: While a traditional web portfolio is not required for this role, candidates should be prepared to showcase their technical support skills and problem-solving abilities through relevant projects and case studies.

💵 Compensation & Benefits

Salary Range: $800 - $900 per month (USD)

Benefits:

Competitive salary and benefits package
Opportunities for professional development and career growth
A dynamic and collaborative work environment

Working Hours: Full-time, with a standard workweek of 40 hours, Monday through Friday. Occasional overtime may be required to meet service level agreements and resolve critical incidents.

📝 Enhancement Note: While the salary range is provided, additional benefits and compensation details should be discussed with the hiring manager or HR representative during the interview process.

🎯 Team & Company Context

🏢 Company Culture

Industry: GSB Solutions operates in the IT services and consulting industry, focusing on providing comprehensive technical support services to various clients.

Company Size: GSB Solutions is a mid-sized company with a team of experienced IT professionals dedicated to delivering high-quality technical support services.

Founded: The company was founded in [Year], with a strong commitment to customer service and technical excellence.

Team Structure:

The technical support team consists of dedicated professionals responsible for providing comprehensive technical support services to internal customers and service providers.
The team works closely with various IT infrastructure support groups to drive incident resolution and maintain service level agreements (SLAs).
The team is led by a Deskside Manager, who oversees day-to-day operations and ensures the team meets its service level agreements.

Development Methodology:

GSB Solutions follows ITIL (Information Technology Infrastructure Library) best practices for incident management, ensuring timely issue resolution and effective communication.
The company emphasizes a proactive approach to problem-solving, with a focus on preventing incidents and maintaining service level agreements.

Company Website: GSB Solutions Website

📝 Enhancement Note: GSB Solutions is committed to providing high-quality technical support services, with a focus on customer service and technical excellence. The company operates in the IT services and consulting industry, with a team of experienced IT professionals dedicated to delivering exceptional results.

📈 Career & Growth Analysis

Technical Support Career Level: This role is a mid-level technical support position, focusing on incident management, customer service, and effective communication. The ideal candidate will have 2-5 years of experience in technical support, with a strong focus on customer service and incident management.

Reporting Structure: The Technical Support Specialist reports directly to the Deskside Manager, who oversees day-to-day operations and ensures the team meets its service level agreements.

Technical Impact: This role has a direct impact on the company's ability to maintain service level agreements and provide high-quality technical support services to internal customers and service providers. The Technical Support Specialist plays a crucial role in incident management, ensuring timely issue resolution and effective communication.

Growth Opportunities:

Senior Technical Support Specialist: With experience and strong performance, candidates may advance to a senior technical support role, focusing on more complex incidents and mentoring junior team members.
Team Lead/Manager: Proven leadership skills and exceptional performance may lead to opportunities in team leadership or management roles, overseeing day-to-day operations and ensuring service level agreements are met.

📝 Enhancement Note: This role offers opportunities for career growth and professional development, with a focus on incident management, customer service, and effective communication. Candidates should be prepared to demonstrate their technical support skills and problem-solving abilities through relevant projects and case studies.

🌐 Work Environment

Office Type: GSB Solutions operates a modern, collaborative office environment, with a focus on effective communication and teamwork.

Office Location(s): The company's main office is located in El Salvador, with additional offices in [Other Locations].

Workspace Context:

Collaborative Environment: The technical support team works closely together, sharing knowledge and best practices to ensure timely issue resolution and effective communication.
Tools and Resources: The team has access to various tools and resources, including remote control software, video conferencing, and knowledge base articles, to drive incident resolution and maintain service level agreements.
Cross-functional Collaboration: The technical support team works closely with various IT infrastructure support groups to drive incident resolution and maintain service level agreements.

Work Schedule: Full-time, with a standard workweek of 40 hours, Monday through Friday. Occasional overtime may be required to meet service level agreements and resolve critical incidents.

📝 Enhancement Note: GSB Solutions offers a modern, collaborative office environment, with a focus on effective communication and teamwork. The technical support team works closely together, sharing knowledge and best practices to ensure timely issue resolution and effective communication.

📄 Application & Technical Interview Process

Interview Process:

Phone/Skype Screening: A brief phone or Skype call to assess verbal communication skills and initial fit for the role.
Technical Assessment: A hands-on technical assessment, focusing on incident management, problem-solving, and communication skills.
Behavioral Interview: A structured interview focusing on past experiences and behaviors relevant to the role, with a focus on customer service and incident management.
Final Interview: A final interview with the Deskside Manager or another senior team member to discuss the candidate's fit for the role and the team.

Portfolio Review Tips:

Highlight relevant technical support projects and case studies, demonstrating strong communication skills and problem-solving abilities.
Include examples of incident management processes, including escalation and resolution strategies.
Showcase strong written communication skills through detailed call logs and process documentation.

Technical Challenge Preparation:

Brush up on incident management processes and best practices, with a focus on Windows core technologies and network configuration.
Prepare for hands-on technical assessments, focusing on problem-solving and communication skills.
Familiarize yourself with the ITIL (Information Technology Infrastructure Library) framework and service level agreements (SLAs).

ATS Keywords: (Organized by category)

Languages: Spanish, English
Technical Skills: Windows core technologies, network configuration, incident management, problem-solving, remote control of PCs, video conferencing knowledge, basic console handling
Soft Skills: Verbal communication, written communication, teamwork, customer service, collaboration
Industry Terms: IT services, technical support, incident management, service level agreements (SLAs), ITIL (Information Technology Infrastructure Library)

📝 Enhancement Note: The interview process for this role focuses on assessing the candidate's technical support skills, problem-solving abilities, and communication skills. Candidates should be prepared to demonstrate their fit for the role through relevant projects and case studies, as well as hands-on technical assessments.

🛠 Technology Stack & Web Infrastructure

Support Tools:

Remote control software (e.g., TeamViewer, Remote Desktop)
Video conferencing tools (e.g., Zoom, Skype)
Knowledge base articles and documentation
Ticketing system (e.g., Jira Service Management, Zendesk)

Operating Systems:

Windows (core technologies)

Networking:

Networks, routers, switches

📝 Enhancement Note: While this role focuses on technical support rather than web development or server administration, candidates should be familiar with Windows core technologies and network configuration to effectively manage incidents and maintain service level agreements.

👥 Team Culture & Values

Technical Support Values:

Customer Focus: A strong commitment to customer service and ensuring timely issue resolution.
Proactivity: A proactive approach to problem-solving, with a focus on preventing incidents and maintaining service level agreements.
Collaboration: Effective communication and teamwork, with a focus on sharing knowledge and best practices.
Continuous Learning: A commitment to staying up-to-date with the latest technologies and best practices in technical support.

Collaboration Style:

Cross-functional Collaboration: The technical support team works closely with various IT infrastructure support groups to drive incident resolution and maintain service level agreements.
Knowledge Sharing: The team shares knowledge and best practices, with a focus on effective communication and teamwork.
Mentoring: Senior team members provide mentoring and guidance to junior team members, fostering a culture of continuous learning and development.

📝 Enhancement Note: GSB Solutions fosters a collaborative and customer-focused work environment, with a strong commitment to technical excellence and continuous learning. The technical support team works closely together, sharing knowledge and best practices to ensure timely issue resolution and effective communication.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Incident Management: Managing a high volume of incidents, ensuring timely issue resolution, and maintaining service level agreements.
Complex Incidents: Resolving complex incidents that require collaboration with various IT infrastructure support groups.
Emerging Technologies: Staying up-to-date with the latest technologies and best practices in technical support.

Learning & Development Opportunities:

Training and Certification: Opportunities for training and certification in incident management, problem-solving, and communication skills.
Mentoring: Senior team members provide mentoring and guidance, fostering a culture of continuous learning and development.
Career Progression: Opportunities for career progression, with a focus on incident management, customer service, and effective communication.

📝 Enhancement Note: This role presents various technical challenges and growth opportunities, with a focus on incident management, customer service, and effective communication. Candidates should be prepared to demonstrate their technical support skills and problem-solving abilities through relevant projects and case studies.

💡 Interview Preparation

Technical Questions:

Incident Management: Describe your experience with incident management processes and best practices. How do you ensure timely issue resolution and effective communication?
Problem-solving: Provide an example of a complex incident you've resolved. Walk us through your problem-solving process and the steps you took to ensure a successful resolution.
Customer Service: Describe your approach to customer service. How do you ensure customer satisfaction and maintain service level agreements?

Company & Culture Questions:

ITIL: How familiar are you with the ITIL (Information Technology Infrastructure Library) framework? How have you applied ITIL principles in your previous roles?
Teamwork: Describe your experience working in a collaborative environment. How do you contribute to a positive team culture and effective communication?
Adaptability: How do you adapt to new technologies and best practices in technical support? Provide an example of a time when you had to learn a new tool or process quickly.

Portfolio Presentation Strategy:

Relevant Projects: Highlight relevant technical support projects and case studies, demonstrating strong communication skills and problem-solving abilities.
Incident Management: Include examples of incident management processes, including escalation and resolution strategies.
Customer Service: Showcase strong written communication skills through detailed call logs and process documentation.

📝 Enhancement Note: The interview process for this role focuses on assessing the candidate's technical support skills, problem-solving abilities, and communication skills. Candidates should be prepared to demonstrate their fit for the role through relevant projects and case studies, as well as hands-on technical assessments.

📌 Application Steps

To apply for this technical support position:

Submit your application through the application link provided in the job listing.
Portfolio Customization: Tailor your portfolio to highlight relevant technical support projects and case studies, demonstrating strong communication skills and problem-solving abilities. Include examples of incident management processes, including escalation and resolution strategies.
Resume Optimization: Optimize your resume for web technology roles, with a focus on project highlighting and technical skills emphasis. Include relevant keywords and phrases, such as "technical support," "incident management," "customer service," and "problem-solving."
Technical Interview Preparation: Brush up on incident management processes and best practices, with a focus on Windows core technologies and network configuration. Prepare for hands-on technical assessments, focusing on problem-solving and communication skills. Familiarize yourself with the ITIL (Information Technology Infrastructure Library) framework and service level agreements (SLAs).
Company Research: Research GSB Solutions, focusing on the company's commitment to customer service and technical excellence. Familiarize yourself with the IT services and consulting industry and the company's role within it.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support - EL salvador (2)