Euc Technical Support Specialist (L1/L2) for Latin America

We are seeking experienced End User Computing (EUC) Technical Support Specialists to provide comprehensive Level 1 and Level 2 technical support for our operations and users across Brazil and other Latin American countries. The primary objective is to ensure the continuous availability and smooth functioning of IT services, covering both on-site and remote support needs.

Region Covered:
This role will primarily support users in Brazil, Mexico, Colombia, Argentina, and Chile, with potential expansion to other countries based on client requirements.

Required Profiles:

EUC Level 1 Support: Responsibilities include user onboarding, PC reimaging, printer installation, and the resolution of basic hardware and software issues.
EUC Level 2 Support: This role involves the escalation and resolution of more complex incidents, local network configuration, and managing access and permissions.
Field Support Technicians: Tasks include on-site visits to client offices for equipment installation, routine maintenance, and hardware replacement.

Work Model:
The work model will be flexible, ranging from on-site presence at client locations to hybrid arrangements, depending on the specific country and contractual needs.

Duration:
The engagement duration will be defined per contract, with opportunities for short-term, one-off coverage, as well as medium-term placements.

Key details to be confirmed with the client include:

Number of users requiring support per country.
Specific coverage hours (local time or aligned with a different time zone).
Ticketing tools and systems currently in use by the client.
Requirements for travel between countries or different office locations.
Expected Service Level Agreements (SLAs) for response and resolution times.