Encargado de Tecnología Call Center Bilingüe

We?re looking for a dedicated IT Support Specialist to help manage our
day-to-day IT needs and keep our systems running at peak performance.
The IT Support Specialist will be responsible for providing front-line support to our staff, with a focus on computer management, system and network troubleshooting, and call center technology support. This is a hands-on role ideal for someone who is tech-savvy, resourceful, and experienced in supporting both people and platforms in a call center environment.

User Account Management:
-Create and manage user accounts across several platforms. We are a Google
Workspace-based organization.
-Assist with account permissions, role changes, and password resets.

Call Center Technology Support:
-Support reps using the dialer/softphone tools (e.g., troubleshoot ?start dialing? issues)
-Resolve microphone/audio configuration issues impacting agent performance
-Ensure uptime and usability of VoIP systems and call center tools

System Support & Troubleshooting:
-Diagnose and resolve hardware/software issues
-Support network connectivity problems, printer issues, and system access errors
-Provide assistance with desktop applications and system-level errors

System & Network Maintenance:
-Install, configure, and update software applications and operating systems
-Ensure systems remain patched, secure, and up to date
-Perform periodic router reboots and firmware updates to maintain network performance

General IT Support:
-Assist with onboarding/offboarding: setting up laptops, user access, and tools
-Maintain inventory and documentation of IT assets and procedures
-Provide ongoing support and training for staff as needed
-5+ years of IT management or support experience
-Strong working knowledge of Windows OS, basic networking, and softphone/VoIP tools

Preferred Qualifications:
-Experience in a call center or fast-paced sales floor environment
-Familiarity with call center software
-Excellent troubleshooting skills and ability to multitask
-Clear communicator with strong service-oriented mindset