Job Title: IT Representative Support Specialist
Location: Trinidad & Tobago
Scope:Provide local Technical Service Support in Central America and the Caribbean.
Supervision
- Reports to the Digital Solutions Support Manager (country/cluster dependent).
- Operates under moderate supervision, adhering to strategic guidelines from Global Systems Support and internal policies.
- Performance evaluations based on quarterly KPIs and annual goals as guided by P&C.
Objective
Deliver exceptional customer support through on-site installation, troubleshooting, service, and repair of complex systems. Act as the liaison for customers on both administrative and technical matters.
Key Responsibilities
- Provide installation services for all Digital Solutions products.
- Complete preventive maintenance according to established schedules.
- Address customer complaints and service requests related to Technical Service issues for platforms.
- Seek second-level support for unresolved issues by following escalation processes.
- Complete mandatory modifications for select platforms.
- Document all cases accurately in CRM/Rexis in a timely manner.
- Fulfill administrative tasks (e-learnings, workflow, instrument placement, reporting) promptly.
- Participate actively in Technical Service training for assigned platforms.
- Execute preventive maintenance, modifications, and corrective actions.
- Define and order interfaces between our instruments and third-party host systems.
- Liaise with customers' IT functions regarding policies, security standards, and requirements affecting our solutions.
- Provide both on-site and phone support for Digital Solutions products.
- Document PRI case escalations appropriately.
- Utilize Agile methodologies in daily tasks.
Requirements
- Bachelor’s degree in Computer Science, Electronics Engineering, or equivalent experience.
- Basic verbal and written communication skills in both Spanish and English.
- Ability to plan and execute detailed work effectively.
- Knowledge of IT infrastructure and network communications.
- Willingness to travel regularly (locally or internationally).
- Flexibility to work extended hours as needed.
- Familiarity with Agile methodologies.
Competencies
- Ability to collaborate with a multidisciplinary team.
- Basic knowledge of agile teamwork methodologies.
- High performance under pressure with minimal supervision.
- Strong communication skills with various organizational levels and external customers.
- Demonstrate integrity, courage, and passion in all activities.
- Good planning and prioritization skills.
- Organized, skilled problem-solver with a sense of urgency.
- Friendly and service-minded, both in person and over the phone.
- Ability to build trustworthy relationships with customers and colleagues.
- Focus on creating value and delivering results.
- Proficient in tools such as Jira, Trello, Smartsheet, or similar.