Company Description

J.S. Held is a global professional services/consulting firm specializing in construction, forensic architecture & engineering, environmental, health & safety services, equipment, water and fire restoration, and forensic accounting services.

We are seeking a Technology Support Analyst Agent to join our dynamic and energetic team. J.S. Held is a multi-disciplinary global consulting firm with over 50 offices and a team of over 1000 employees. We are focused on learning and development and continually looking to attract and retain top talent who are creative, self-motivated, and organized.

Job Description

Are you a good fit for this position?

You must have a minimum of 3 years of experience in a direct end-user support roleThis position requires a highly motivated individual – you must be proactive, enthusiastic, agile, show initiative, and be good at multi-taskingAre you organized and detail-oriented? This position requires someone who notices the little things and triple checks processes and information for compliance and accuracyYou must be able to identify roadblocks, craft comprehensive solutions, and deliver successful outcomes Though we are a fast-paced company, we pride ourselves on a flexible work environment and excellent team culture

Responsibilities

Providing remote virtual, telephone, chat, and email support for employees for company-issued/approved computer systems, devices, and applicationsTroubleshooting problems and providing immediate resolution, or performing additional research as needed to resolve issuesPerforming root cause analysis and developing checklists for typical problems and recommending procedures and controls for problem preventionCreating and managing detailed tickets documenting requests, troubleshooting and resolution of requests

Escalate as it fits the situation to Tier II agents or as per Tier I lead´s instructions

Qualifications

Essential Knowledge, Skills, and Qualifications

Proficiency in Microsoft Office 365 (Outlook, Excel, Word) and Microsoft Windows 11.Expertise in cloud-based storage systems, including Box and Adobe Cloud products.Strong knowledge of Azure Active Directory (Azure AD), Intune, M365 Admin Console, and Exchange.Experience with ServiceNow or comparable ticket tracking systems.Excellent troubleshooting and analytical skills, with the ability to independently diagnose and resolve issues without solely relying on documented solutions.Familiarity with ITIL is a plus.Bachelor’s degree preferred.Minimum of 2-3 years of job stability in a corporate support environment.

Other Requirements

Location: Mexico, Colombia (Remote)Language Skills: Professional fluency in EnglishTravel: NoneRemote work requires a stable high-speed internet connection and quiet working environment

Additional Information

All your information will be kept confidential according to EEO guidelines.