Helpdesk de Primer Nivel - Español

About the role

This is an entry‑level Helpdesk position based in Guatemala City. You will be the first point of contact for internal and external users, providing remote technical assistance through phone, chat, email and ticketing tools.

Key responsibilities

• Provide remote technical support for hardware, software and network connectivity incidents.
• Diagnose problems using targeted questions, remote testing and analysis.
• Apply established procedures, diagnostic tools and technical knowledge to resolve issues.
• Track incidents to closure while maintaining clear communication with users.
• Escalate complex cases to second‑level support or specialized teams.
• Document incidents, diagnostics and solutions accurately in the ticketing system.
• Guide and train users on proper use of hardware and software to prevent recurring problems.

Required profile

• Active student of Systems Engineering, Computer Science or a related field.
• Intermediate knowledge of Microsoft and Linux operating systems.
• Basic understanding of networking, infrastructure and IT security.
• Familiarity with remote support tools and ticket management platforms.
• Basic English proficiency and flexible availability.
• Proactive attitude, service orientation and strong problem‑solving skills.

Required skills

• Microsoft operating systems
• Linux operating systems
• Networking fundamentals
• IT security basics
• Remote support tools
• Ticket management platforms

What we offer

• Dynamic technological environment with continuous learning opportunities.
• Exposure to multiple platforms, tools and technologies.
• Hands‑on experience in technical support and incident resolution.
• Collaborative team culture focused on continuous improvement and professional growth.