Helpdesk Support Technician

Description

**Job Mission** Provide user support, first-level technical assistance, and incident resolution to end users across the company's various operational facilities. Ensure the proper functioning of IT equipment, peripherals, local networks, and workstations, serving as the on-site frontline contact point for the IT department. Additionally, this role aims to strengthen the Systems Department’s responsiveness during high-demand campaigns (sales, promotions, and periods of peak operational activity), ensuring continuity of IT support services and rapid resolution of incidents in logistics centers and business areas. **Key Functions and Responsibilities** **1\. On-Site Support and User Assistance** * Travel across the company’s various facilities to provide on-site resolution of user incidents and requests. * Log, categorize, and track support tickets in the IT management tool. * Provide direct technical support for office workstations and warehouse or production environments (label printers, barcode scanners, terminals, PDAs, etc.). * Advise and assist users in utilizing corporate tools and commonly used applications. **2\. Hardware, Software, and Network Maintenance** * Install, configure, and prepare computers (desktops and laptops), monitors, peripherals, and corporate mobile devices. * Diagnose and resolve hardware issues and first-level software problems (operating systems, office suites, email clients, web browsers, and corporate applications). * Perform basic local network support tasks (structured cabling, Wi\-Fi access points, switches, and connectivity). * Carry out preventive maintenance tasks to ensure equipment and service availability. **3\. Incident Escalation and Inventory Management** * Clearly, thoroughly, and systematically escalate complex or critical incidents to Level 2 and Level 3 Systems teams. * Maintain up-to-date inventory records of the company’s technology assets (equipment, licenses, peripherals, and consumables). * Manage equipment onboarding, offboarding, and relocations. * Collaborate in the implementation and rollout of new equipment, applications, and infrastructure projects. **4\. Operational Support During Campaigns and Peak Activity Periods** * Reinforce on-site technical support during periods of high operational load, such as sales campaigns, special promotions, and seasonal campaigns. * Address the increased volume of incidents resulting from heightened activity in warehouses, offices, and operational areas. * Ensure availability and proper functioning of critical systems and equipment for logistics and commercial operations. * Participate in preparing and validating technological infrastructure ahead of special campaigns. * Serve as a first-response resource to minimize downtime and ensure business continuity during critical periods. **Job Requirements** **Education and Experience** * Intermediate or Advanced Vocational Training in IT (SMR, ASIR, or equivalent). * No prior experience required. * Valid driver’s license class B and willingness to travel between the company’s various facilities. **Technical Knowledge** * Proficiency in Microsoft Windows 10/11 environments. * Familiarity with Microsoft 365 (Outlook, Teams, OneDrive, Excel, Word, and SharePoint). * Basic knowledge of networking and communications (TCP/IP, DHCP, DNS, Wi\-Fi, and structured cabling). * Ticketing and incident management tool experience is desirable. * Basic knowledge of system imaging, cloning, and deployment. * Experience with ERP, WMS, or corporate logistics/retail applications is desirable. **Personal Competencies** * Strong orientation toward internal customers and a service mindset. * Excellent communication skills and user interaction abilities. * Proactivity, initiative, and ability to work autonomously. * Organizational skills and ability to manage multiple incidents simultaneously. * Adaptability to dynamic and operational environments. * Capacity for learning and professional growth within the Systems area. **What We Offer** * Join a Systems Department focused on growth and continuous improvement. * Hands-on training in corporate technologies, processes, and infrastructure. * Participation in technology projects and infrastructure rollouts. * Job stability and opportunities for professional development. * A dynamic environment with direct interaction with users and operations. * Active involvement in strategic business campaigns, as part of a key team ensuring the company’s operational continuity.