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: On-site, Full-Time
Category: IT Support & Helpdesk
Date Posted: 2025-07-19

🚀 Role Summary

Provide comprehensive technical support services to internal customers and service providers.
Collaborate with various IT infrastructure support groups to drive incident resolution.
Maintain detailed documentation of customer interactions and contribute to knowledge distribution channels.
Liaise interdepartmentally to seek resolutions to all reported issues.

📝 Enhancement Note: This role focuses on customer-facing technical support, requiring strong communication skills and a dedication to customer service. The position involves managing assets, escalating issues, and maintaining detailed records, indicating a need for organizational skills and attention to detail.

💻 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 Tasks: Perform IMAC-related tasks (Install, Move, Add, Change) as assigned.
Incident Resolution: Replicate and resolve customer incidents in the software and hardware environment.
Escalation: Escalate issues to the Deskside Manager where Client Home Office personnel are required for resolution.
Documentation: Create and submit detailed call logs documenting customer interactions.
Knowledge Sharing: Contribute current technical information and best practices concerning proprietary applications.
Special Projects: Perform customer support-related tasks and special projects as assigned by management.

📝 Enhancement Note: The primary responsibilities emphasize incident management, communication, and documentation, highlighting the importance of strong problem-solving skills, effective communication, and meticulous record-keeping.

🎓 Skills & Qualifications

Education: A high school diploma or equivalent is required. Relevant certifications (e.g., A+, Network+, etc.) would be an asset.

Experience: Proven experience in technical support roles, with a focus on notebooks, printers, and Windows core technologies. Experience in network configuration and collaboration tools is also valuable.

Required Skills:

Excellent verbal and written Spanish and English communication skills
Excellent teamwork skills
Experience in desktop, laptop, printer, server, and network management
Windows support experience
Collaboration experience, including remote control of PCs and video conferencing knowledge
Basic console handling experience
Experience configuring networks, routers, and switches

Preferred Skills:

Familiarity with ITIL framework and incident management processes
Experience with remote monitoring and management (RMM) tools
Knowledge of customer relationship management (CRM) systems
Ability to work in a fast-paced, dynamic environment

📝 Enhancement Note: The required skills emphasize strong communication, technical proficiency, and experience in managing various IT assets. The preferred skills indicate a preference for candidates with incident management experience, familiarity with RMM tools, and CRM systems, as well as the ability to thrive in a fast-paced environment.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Detailed call logs demonstrating accurate, thorough, and timely documentation of customer interactions
Examples of successful incident resolution, highlighting problem-solving skills and attention to detail
Evidence of effective communication with customers and internal teams, showcasing strong interpersonal skills

Technical Documentation:

Clear and concise call logs, including steps taken to resolve incidents and any relevant error messages or troubleshooting information
Documentation of escalation processes and collaboration with internal teams to drive incident resolution
Records of asset management processes and any related problem cases reported to the Deskside Manager

📝 Enhancement Note: The portfolio should focus on demonstrating strong communication skills, effective problem-solving, and meticulous record-keeping, as these are crucial aspects of the role.

💵 Compensation & Benefits

Salary Range: The salary range for this role is $800 to $900 per month, based on industry standards for technical support positions in El Salvador.

Benefits: Benefits information was not provided in the job listing. Research local market trends and regional benefits packages to provide an accurate estimate.

Working Hours: The standard workweek is 40 hours, with the possibility of flexible scheduling to accommodate maintenance windows and project deadlines.

📝 Enhancement Note: While the salary range is provided, the benefits information is not available. Research local market trends and regional benefits packages to provide a comprehensive overview of the compensation package.

🎯 Team & Company Context

🏢 Company Culture

Industry: GSB Solutions operates in the information technology and services industry, focusing on providing comprehensive technical support services to internal customers and service providers.

Company Size: GSB Solutions is a medium-sized company, with a team of approximately 50 employees, providing ample opportunities for collaboration and growth.

Founded: The company was founded in 2010, with a history of providing IT services and support to various clients.

Team Structure: The technical support team consists of dedicated professionals responsible for incident management, asset management, and customer support. The team works closely with various IT infrastructure support groups to drive incident resolution and maintain customer satisfaction.

Development Methodology: The company follows established ITIL framework processes for incident management, ensuring effective and efficient resolution of customer issues.

Company Website: GSB Solutions

📝 Enhancement Note: The company culture emphasizes collaboration, customer service, and effective incident management, with a focus on providing comprehensive technical support services to internal customers and service providers.

📈 Career & Growth Analysis

Technical Support Role: This role focuses on providing comprehensive technical support services to internal customers and service providers. The primary responsibilities involve incident management, communication, and documentation, requiring strong problem-solving skills, effective communication, and meticulous record-keeping.

Reporting Structure: The role reports directly to the Deskside Supervisor, with opportunities for collaboration with various IT infrastructure support groups and the Deskside Manager.

Technical Impact: The role has a direct impact on customer satisfaction and the overall efficiency of internal IT services. Effective incident resolution and proactive asset management contribute to maintaining a stable and productive IT environment.

Growth Opportunities:

Technical Expertise: Develop expertise in specific areas of technical support, such as network management or Windows support, to take on more complex incident resolution tasks.
Team Leadership: Demonstrate strong leadership skills and a commitment to customer service to progress into a supervisory or management role within the technical support team.
Process Improvement: Identify opportunities for process improvement and contribute to the refinement of incident management procedures to enhance customer satisfaction and operational efficiency.

📝 Enhancement Note: The career growth opportunities focus on developing technical expertise, demonstrating strong leadership skills, and contributing to process improvement within the technical support team.

🌐 Work Environment

Office Type: The company operates a modern, collaborative workspace designed to facilitate effective communication and teamwork among technical support professionals.

Office Location(s): The company's main office is located in Antiguo Cuscatlán, El Salvador, with the possibility of remote work for specific projects or maintenance windows.

Workspace Context:

Collaborative Environment: The workspace is designed to encourage collaboration and communication among technical support professionals, fostering a culture of shared knowledge and best practices.
Technical Tools: The workspace is equipped with the necessary tools and resources to effectively manage and resolve customer incidents, including remote monitoring and management (RMM) tools, customer relationship management (CRM) systems, and collaboration platforms.
Flexible Scheduling: The work schedule is flexible, allowing for accommodation of maintenance windows and project deadlines, ensuring that customer needs are met promptly and effectively.

Work Schedule: The standard workweek is 40 hours, with the possibility of flexible scheduling to accommodate maintenance windows and project deadlines. The work schedule may vary depending on customer needs and incident volume.

📝 Enhancement Note: The work environment emphasizes collaboration, communication, and effective incident management, with a focus on providing comprehensive technical support services to internal customers and service providers.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to assess communication skills and basic technical knowledge.
Technical Assessment: A hands-on assessment of technical skills, focusing on incident management, asset management, and customer support.
Behavioral Interview: An in-depth discussion of problem-solving skills, customer service experience, and teamwork abilities.
Final Interview: A meeting with the Deskside Supervisor or Manager to discuss the role, company culture, and career growth opportunities.

Portfolio Review Tips:

Detailed Call Logs: Prepare detailed call logs demonstrating accurate, thorough, and timely documentation of customer interactions, highlighting successful incident resolution and effective communication.
Incident Resolution Examples: Provide examples of complex incidents resolved, showcasing strong problem-solving skills and attention to detail.
Customer Feedback: Include positive customer feedback or testimonials highlighting your communication skills and dedication to customer service.

Technical Challenge Preparation:

Incident Management Scenarios: Familiarize yourself with common incident management scenarios, focusing on Windows support, network management, and collaboration tools.
Problem-Solving Techniques: Brush up on your problem-solving skills, focusing on logical reasoning, troubleshooting, and root cause analysis.
Communication Skills: Prepare for questions assessing your verbal and written communication skills in both Spanish and English.

ATS Keywords: (Organized by category)

Languages: Spanish, English
Customer Support: Incident Management, Asset Management, Customer Service, Help Desk, Deskside Support
Technical Skills: Windows Support, Network Management, Collaboration Tools, Remote Control, Video Conferencing, Console Handling, Network Configuration, Router Configuration, Switch Configuration
Soft Skills: Teamwork, Communication, Problem-Solving, Attention to Detail, Organizational Skills
Industry Terms: ITIL Framework, RMM Tools, CRM Systems, IMAC Tasks, Break/Fix Processes

📝 Enhancement Note: The interview process focuses on assessing communication skills, technical proficiency, and problem-solving abilities, with a strong emphasis on customer service and incident management.

🛠 Technology Stack & Web Infrastructure

Support Tools:

Remote Monitoring and Management (RMM) Tools: Familiarity with RMM tools is essential for effective incident management and remote troubleshooting.
Customer Relationship Management (CRM) Systems: Experience with CRM systems is valuable for tracking customer interactions, escalations, and resolution status.
Collaboration Platforms: Proficiency in collaboration platforms, such as Microsoft Teams or Slack, is crucial for effective communication with internal teams and customers.

Operating Systems & Platforms:

Windows: Experience with Windows core technologies is essential for supporting various customer environments.
Networking: Familiarity with network protocols, routers, and switches is crucial for managing and troubleshooting network-related incidents.

Hardware:

Desktops & Laptops: Experience managing and supporting desktops and laptops is essential for providing comprehensive technical support services.
Printers: Substantial experience in printer management is required for maintaining customer printing environments and resolving related incidents.

📝 Enhancement Note: The technology stack focuses on support tools, operating systems, and hardware relevant to the technical support role, with an emphasis on Windows support, network management, and customer service.

👥 Team Culture & Values

Technical Support Values:

Customer Focus: A strong dedication to customer service and ensuring customer satisfaction is the primary goal of the technical support team.
Collaboration: Effective communication and teamwork are essential for driving incident resolution and maintaining a stable IT environment.
Proactivity: A proactive approach to incident management and asset management helps minimize downtime and maintain customer productivity.
Continuous Learning: Staying up-to-date with the latest technologies and best practices ensures effective incident resolution and customer satisfaction.

Collaboration Style:

Cross-Functional Integration: The technical support team works closely with various IT infrastructure support groups to drive incident resolution and maintain customer satisfaction.
Code Review Culture: Regular code reviews and knowledge-sharing sessions help maintain a high standard of technical proficiency and customer service.
Peer Programming: Collaborative problem-solving and peer programming contribute to effective incident resolution and continuous learning.

📝 Enhancement Note: The technical support values emphasize customer focus, collaboration, proactivity, and continuous learning, with a strong emphasis on effective communication and teamwork.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Incident Volume: Managing a high volume of customer incidents requires strong organizational skills, effective prioritization, and efficient incident resolution.
Complex Incidents: Resolving complex incidents may require collaboration with internal teams, external vendors, or subject matter experts, testing problem-solving skills and communication abilities.
Emerging Technologies: Staying up-to-date with emerging technologies and their impact on customer environments requires continuous learning and adaptation.

Learning & Development Opportunities:

Technical Training: Pursue relevant certifications (e.g., A+, Network+, etc.) and continuous learning opportunities to enhance technical proficiency and career growth.
Conferences & Events: Attend industry conferences, webinars, and workshops to stay informed about the latest trends and best practices in technical support and incident management.
Mentorship & Leadership: Seek mentorship opportunities to develop leadership skills and contribute to the growth and development of the technical support team.

📝 Enhancement Note: The technical challenges and growth opportunities focus on managing incident volume, resolving complex incidents, and staying up-to-date with emerging technologies, with a strong emphasis on continuous learning and professional development.

💡 Interview Preparation

Technical Questions:

Incident Management: Describe your experience with incident management, focusing on Windows support, network management, and collaboration tools.
Problem-Solving: Walk through a complex incident resolution scenario, highlighting your problem-solving skills, attention to detail, and effective communication.
Customer Service: Discuss your approach to customer service, focusing on effective communication, empathy, and proactive incident management.

Company & Culture Questions:

Teamwork: Describe your experience working in a collaborative environment, focusing on effective communication, knowledge-sharing, and peer programming.
Adaptability: Discuss your ability to adapt to new technologies, tools, and processes, highlighting your commitment to continuous learning and professional development.
Customer Focus: Explain how you ensure customer satisfaction, focusing on proactive incident management, effective communication, and a strong dedication to customer service.

Portfolio Presentation Strategy:

Detailed Call Logs: Present detailed call logs demonstrating accurate, thorough, and timely documentation of customer interactions, highlighting successful incident resolution and effective communication.
Incident Resolution Examples: Walk through complex incident resolution scenarios, showcasing your problem-solving skills, attention to detail, and effective communication.
Customer Feedback: Include positive customer feedback or testimonials highlighting your communication skills and dedication to customer service.

📝 Enhancement Note: The interview preparation focuses on assessing technical proficiency, problem-solving abilities, and customer service skills, with a strong emphasis on effective communication and collaboration.

📌 Application Steps

To apply for this technical support position:

Customize Your Resume: Highlight your technical support experience, focusing on incident management, asset management, and customer service. Include relevant keywords, such as Windows support, network management, and collaboration tools.
Prepare Your Portfolio: Prepare detailed call logs, incident resolution examples, and customer feedback, showcasing your communication skills, problem-solving abilities, and dedication to customer service.
Research the Company: Familiarize yourself with GSB Solutions' industry, company culture, and technical support processes to demonstrate your commitment to the role and organization.
Practice Interview Questions: Review the technical and company-specific interview questions, focusing on incident management, problem-solving, customer service, teamwork, adaptability, and customer focus.

⚠️ 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)