Lugar de trabajo: presencial, HCL GDL AndaresHorario rotativo; disponibilidad 24/7Perfil: SDJob Description:Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat or videocall for customer's end users Classify Service Calls according to the specified options.Route problems to internal 2nd and 3rd level IT support staff using knowledge base articles.Coordinate with level 2 and 3 and support staff that provide hardware / software / network problem resolution.Skills:2-3 years of experience in similar roleHigh school certificateCustomer-focusedTime availability is required.Thorough knowledge of troubleshooting remote access issuesExcellent communication skills, (active listening skills)Able to articulate and speak with clear voiceMust have empathy with end usersGood writing techniques (English)Good phone techniques (English)