IT Support Engineer

Welcome to 10Pearls! 

We believe in harnessing the power of technology for social good through our core values: Innovate, modernize and accelerate.

This is a fully remote position only available in Peru, Colombia, Honduras, Costa Rica, Mexico, Argentina, El Salvador, Guatemala, Nicaragua, and the Dominican Republic.

About 10Pearls

We are 10Pearls, an award-winning digital development company, that helps businesses with product design, development, and technology acceleration. We have a culture of innovation, uniquely designed to help companies transform, digitalize and scale by levering digital technology.

Job Summary:

The IT Support Engineer coordinates, diagnoses and troubleshoots incoming colleague service tickets and provides support services to colleagues with technical problems and information technology issues involving desktop, laptop, or network services.

Key Responsibilities:

• Serves as the first point of contact for colleagues seeking technical assistance.

• Utilizes and maintains standard operating procedures and service guidelines relating to IT support.

• Fulfills standard support requests as documented by IT procedures: examples include assigning applications to end users, updating permissions in applications, and reviewing request forms for completeness.

• Will assist end users with basic troubleshooting steps and information gathering based on best practices and established IT procedures.

• Directs unresolved issues to the next level of support.

• Provides accurate information on IT products or services.

• Records events and problems and their resolution in logs.

• Provides colleagues with status updates and information.

• Identifies and suggests possible improvements to procedures.

• Supports and maintains effective relationships with colleagues.

• Other duties as assigned.

Requirements:

• Bachelor’s degree in Computer Science, Information Services, or equivalent.

• 1-2+ years’ previous IT Support/Help Desk experience for an IT Support Engineer.

• Strong communication skills and the ability to work with and support both in person and remote users.

• Experience with Mac and Windows device support.
• Experience with SaaS tools and management, such as Google Workspace, M365, and Okta is a plus.

We thank you for applying to this job position, we’re more than thrilled to start reviewing your profile and great skills! This is the first step in our selection process, so you will be hearing back from our awesome recruitment team regarding the next steps 😀

10Pearls Team