Especialista de Soporte Tecnológico

About the role

The Technology Support Specialist will provide technical and functional assistance to users of UVG Enlace, ensuring continuous operation of the university’s digital services, institutional applications, and audiovisual resources.

Key responsibilities

• Deliver technical and functional support to end‑users, both onsite and remotely.
• Diagnose, troubleshoot and resolve hardware, software and application incidents.
• Escalate cases that require specialized expertise in a timely manner.
• Manage incidents and service requests using the university’s CRM and LMS platforms.
• Track SLA performance, document solutions and produce relevant reports.
• Verify and maintain the availability of equipment, applications and audiovisual resources, performing installations, configurations and basic preventive maintenance.
• Provide technology and audiovisual support during academic, institutional activities and events.
• Participate in testing, implementation and improvement of new tools and applications.
• Identify opportunities to optimise support processes and service quality.
• Create technical documentation, user manuals and conduct training sessions for end‑users.

Required profile

• Experience delivering technical and functional support in an educational environment.
• Ability to diagnose and resolve hardware and software issues efficiently.
• Familiarity with handling both onsite and remote assistance.
• Proficiency in using CRM and LMS systems for incident management.
• Strong documentation skills and capability to train users on institutional tools.

Required skills

• CRM platforms
• LMS platforms
• Hardware troubleshooting
• Software troubleshooting
• Audiovisual equipment support