Offer summary

Qualifications:

Associate’s or Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience), Minimum 1 year of experience in a technical support/help desk role, Strong proficiency in both English and Spanish (written and verbal communication), Familiarity with ticketing systems such as ServiceNow, Zendesk, or Freshdesk..

Key responsibilities:

Provide bilingual (Spanish/English) remote technical support as the first point of contact for technical issues.

Troubleshoot hardware and software issues related to automation systems, peripherals, and network connectivity.

Log all interactions and resolutions in the ticketing system and escalate unresolved issues to higher-level support teams.

Monitor open tickets, follow up with users, and contribute to continuous improvement initiatives.

Job description

About us:

Working at Tech Holding isn't just a job, it's an opportunity to be a part of something bigger. We are a full-service consulting firm that was founded on the premise of delivering predictable outcomes and high-quality solutions to our clients. Our founders and team members have industry experience and have held senior positions in a wide variety of companies – from emerging startups to large Fortune 50 firms – and we have taken our combined experiences and developed a unique approach that is supported by the principles of deep expertise, integrity, transparency, and dependability.

The Role

As a Help Desk Technician, you will provide bilingual (Spanish/English) remote technical support. You’ll serve as the first point of contact for technical issues, ensuring timely and professional resolution of incidents affecting hardware, software, and network systems across a wide range of end users.

What You’ll Do

Respond to incoming phone calls and ticket submissions
Troubleshoot hardware and software issues related to automation systems, peripherals, and network connectivityLog all interactions, steps taken, and resolution outcomes in the ticketing system (e.g., ServiceNow)
Escalate unresolved issues to higher-level support teams following defined SLAs
Leverage internal knowledge bases and SOPs to ensure consistent, accurate resolutions
Monitor open tickets, follow up with users, and ensure customer satisfaction throughout the support process
Contribute to continuous improvement initiatives, including documentation updates and process enhancements

Requirements

Associate’s or Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
Minimum 1 year of experience in a technical support/help desk role, ideally in a high-volume or customer-facing environment
Strong proficiency in both English and Spanish (written and verbal communication)
Experience with Windows 10, Mac OS, Microsoft Office Suite, and email clients like Outlook
Familiarity with remote support tools such as LogMeIn, AnyDesk, or Remote Desktop
Understanding of VPN, Wi-Fi connectivity, and basic networking concepts
Knowledge of ticketing systems such as ServiceNow, Zendesk, or Freshdesk
Must be available to work in Eastern Time (ET) zone

Soft Skills

Strong customer service orientation with a professional and empathetic demeanor
Ability to explain technical concepts in simple, clear language to non-technical users
Efficient multitasking and time management under shifting priorities
Proactive attitude and willingness to take ownership of problems
Willingness to work in a rotating shift schedule to support 24/7 operations
Commitment to maintaining data confidentiality and security

Preferred Qualifications

Experience supporting hardware in retail, hospitality, or restaurant environments
Familiarity with IoT devices, kiosks, or robotics-based systems is a plus

What We Offer

Remote opportunity with collaborative team culture
Exposure to cloud-first environments and modern DevOps tooling
Opportunities for growth and cross-functional impact
Dynamic and fast-paced engineering environment

Tech Holding is proud to be an Equal Opportunity Employer and is committed to fostering a diverse and inclusive workplace. We welcome applicants from all backgrounds and experiences, and we consider qualified applicants without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic. If you require accommodation in the application process, please contact our HR

Required profile