Technical Support Representative

Description

Job Summary: IT Cart Technology Services Chile SpA is seeking a customer-oriented Technical Support Representative to provide first-line assistance and resolve technical issues related to computers, software, and connectivity. Key Highlights: 1. First-line technical assistance to customers and users. 2. Diagnosis and resolution of routine technical issues. 3. Development of skills in hardware, software, applications, and networks. Job Summary **IT Cart Technology Services Chile SpA** is seeking a ***Technical Support Representative*** with strong technical skills, a customer-centric mindset, and a problem-solving focus to join our team in Santiago. As a Technical Support Representative, you will deliver first-line technical assistance to customers and users experiencing issues with computers, software, applications, user accounts, devices, and network connectivity. You will diagnose routine technical issues, guide users through troubleshooting steps, maintain up-to-date support tickets, and escalate more complex incidents to specialized IT teams. You will collaborate closely with IT support, help desk, systems, networking, customer service, and technology operations teams to deliver reliable technical services and a positive user experience. This position is ideal for entry-level candidates or those with limited work experience, who possess education or experience in IT support, technical customer service, help desk, computer support, or related technical fields. Responsibilities: Provide first-line technical support via phone, email, chat, remote support tools, and ticketing systems. Diagnose and resolve routine issues related to computers, applications, accounts, and connectivity. Guide users through structured troubleshooting procedures. Assist with Windows operating system issues. Provide support for Microsoft Office and Microsoft 365 applications, as applicable. Assist with Outlook, Teams, web browsers, email, and common office applications. Troubleshoot basic hardware issues on desktop and laptop computers. Assist with printers, monitors, headsets, docking stations, and other peripherals. Provide support for password resets, login troubleshooting, authentication, and account access. Assist with basic user account requests and permission assignments within assigned responsibilities. Troubleshoot LAN, Wi\-Fi, internet, and VPN connectivity issues. Perform basic troubleshooting of TCP/IP, DNS, and DHCP. Create, categorize, prioritize, and update technical support tickets. Maintain accurate troubleshooting notes and resolution records. Monitor open technical cases and provide timely updates. Deliver remote technical assistance using approved tools. Appropriately escalate complex incidents involving systems, networks, applications, infrastructure, or cybersecurity. Coordinate incidents with second-level support and specialized technical teams. Assist in the installation and configuration of approved software. Provide support for basic device configuration. Follow established incident management and escalation procedures. Identify recurring technical issues and communicate trends to technical teams. Keep FAQs, troubleshooting guides, and knowledge base documentation up to date. Work toward achieving established targets for response time, resolution time, quality, and customer satisfaction. Follow information security, privacy, and customer verification procedures. Participate in technical training and service quality reviews. Contribute ideas to improve technical support processes and the user experience. Requirements: Prior experience in technical support, IT support, help desk, assistance services, customer service, or computer support is preferred but not mandatory. Technical, vocational, professional, or university education in Information Technology, Computer Science, Networking, Information Systems, Telecommunications, or a related discipline is preferred. Relevant experience of 0–2 years is recommended for this position. Recent graduates with relevant technical education are encouraged to apply. Good understanding of fundamental computer hardware and software concepts. Familiarity with Windows operating systems. General knowledge of Microsoft Office or Microsoft 365\. Basic understanding of networking concepts, including TCP/IP, DNS, LAN, Wi\-Fi, and VPN. Familiarity with user accounts, passwords, permissions, and authentication. Familiarity with Active Directory or Microsoft Entra ID is preferred. Experience with CRM platforms, incident management systems, help desks, or ITSM tools is preferred. Strong ability to troubleshoot technical issues. Strong customer service orientation. Ability to clearly explain technical instructions to non-technical users. Good verbal and written communication skills. Excellent listening and questioning skills. High attention to detail and ability to document accurately. Ability to manage multiple technical support cases simultaneously. Ability to maintain professionalism when assisting frustrated users. Ability to identify incidents requiring escalation. Willingness to learn new technologies and technical procedures. Certifications such as Microsoft, CompTIA, Cisco, or ITIL are advantageous but not required. Candidates meeting most—though not necessarily all—of the requirements are encouraged to apply. Why Work With Us? Gain hands-on experience in IT and customer technical support. Develop problem-solving skills across hardware, software, applications, accounts, and networks. Gain experience with ITSM and incident management platforms. Work with Microsoft technologies and modern workplace applications. Develop both technical and customer service capabilities. Learn IT service management processes. Collaborate with professionals from help desk, systems, networking, and technology teams. Develop incident management and escalation skills. Participate in technical training and continuous professional development. Contribute to knowledge base development and service improvement initiatives. Acquire transferable experience relevant to IT services and technology companies. Build a professional career path toward roles such as Technical Support Specialist, Help Desk Analyst, IT Support Specialist, Desktop Support Technician, or Senior Technical Support Representative. Salary: $650\.000 \- $850\.000 per month Work Location: On-site employment