IT Support Assistant

Description

Job Summary: Porihoque Cybersecurity & Technology Services Chile SpA is seeking an IT Support Assistant with interest in technology, security awareness, and a service-oriented mindset. Key Highlights: 1. You will provide first-line technical assistance to employees and users. 2. Ideal for recent graduates and professionals with limited experience. 3. Gain hands-on experience in first-line IT support. Job Summary **Porihoque Cybersecurity \& Technology Services Chile SpA** is seeking an\_ **IT Support Assistant** \_with interest in technology, security awareness, and a service-oriented mindset to join our technology support team in Viña del Mar. As an IT Support Assistant, you will provide first-line technical assistance to employees, customers, and authorized users experiencing common issues with computers, software, accounts, connectivity, applications, and peripherals. You will receive and document support requests, perform basic troubleshooting, manage technical tickets, assist with workstation and user account configuration, support approved security procedures, maintain IT records, and escalate complex technical or cybersecurity incidents to experienced specialists. You will work closely with IT support, cybersecurity, networking, systems, software, customer service, and technology operations teams to help sustain reliable and secure technology services. This position is ideal for recent graduates and professionals with limited experience interested in IT support, cybersecurity, help desk, technical assistance, networking, computer systems, endpoint support, or technology services. What You’ll Do Provide first-line technical support to employees, customers, and authorized users. Respond to technical requests via email, phone, ticketing systems, and authorized digital channels. Receive, categorize, and document technical incidents. Create and update technical support tickets. Perform initial troubleshooting. Resolve common Windows issues. Assist with common software and application issues. Support common Microsoft Office and Microsoft 365\ issues. Assist with Outlook and email issues. Resolve basic user login and access issues. Support authorized password reset procedures. Assist with standard user account requests. Troubleshoot desktop and laptop computers. Assist with monitors, printers, scanners, headsets, and other peripherals. Support basic LAN, Wi\-Fi, and internet connectivity troubleshooting. Perform authorized basic network connectivity checks. Assist with workstation preparation and configuration. Support authorized software installations and updates. Assist with equipment deployment and replacement. Provide authorized remote technical support. Maintain accurate troubleshooting notes. Monitor open incidents and service requests. Follow up with users on unresolved cases. Confirm resolution of routine incidents. Escalate complex technical problems. Immediately escalate suspected cybersecurity incidents. Assist with IT asset and equipment recordkeeping. Maintain hardware and software inventory information. Assist with endpoint security checks per established procedures. Support approved antivirus and endpoint protection procedures. Report suspicious software, links, emails, or system behaviors. Assist users with basic cybersecurity awareness. Support approved multi-factor authentication (MFA) procedures. Assist with account security verification. Maintain technical documentation and knowledge base articles. Support routine IT equipment checks. Maintain IT tracking records in Microsoft Excel or Google Sheets. Assist with SLA, ticket volume, and resolution time reporting. Comply with cybersecurity, privacy, confidentiality, and information security procedures. Support continuous improvement of IT support processes. Requirements Completed secondary education or equivalent qualification. Technical or professional studies in Information Technology, Computer Science, Cybersecurity, Networking, IT Support, Systems Administration, Telecommunications, Software, or related fields are preferred. Approximately 0\-1 year of relevant experience. Prior technical support experience is not mandatory. Recent graduates are encouraged to apply. Relevant internships, technical training, academic labs, home labs, cybersecurity labs, and personal technology projects will be considered. Basic Windows troubleshooting knowledge. Basic computer hardware and software knowledge. Familiarity with Microsoft Office or Microsoft 365\. Basic knowledge of LAN, Wi\-Fi, internet, and networking concepts. Basic cybersecurity knowledge. Understanding of secure password principles and multi-factor authentication (MFA). Ability to recognize obvious phishing indicators or suspicious emails. Proficiency using web applications and digital platforms. Basic knowledge of Microsoft Excel or Google Sheets. Strong problem-solving skills. Strong customer service orientation. Good oral and written communication skills. High attention to detail. Ability to accurately document technical incidents. Ability to explain technical instructions to non-technical users. Ability to manage multiple routine support requests. Ability to identify issues requiring escalation. Responsible attitude toward confidential information. Willingness to learn new technologies and cybersecurity practices. Why Work With Us? Gain hands-on experience in first-line IT support. Develop skills in Windows and Microsoft 365\ troubleshooting. Gain experience with professional help desk workflows and incident management. Strengthen hardware and software troubleshooting skills. Develop foundational networking knowledge. Gain IT support experience with a cybersecurity focus. Learn endpoint security practices. Develop awareness of phishing and security incidents. Gain experience with account and access support procedures. Learn IT asset management processes. Develop remote support skills. Strengthen technical documentation skills. Learn SLA and incident management processes. Work alongside IT, cybersecurity, networking, software, and technology professionals. Build a career path toward roles such as IT Support Technician, Help Desk Analyst, Technical Support Specialist, Network Support Technician, Cybersecurity Support Analyst, SOC Analyst, Systems Support Technician, or IT Support Engineer. Salary: $600\.000 \- $850\.000 per month Work Location: On-site employment