NOC Helpdesk Bilingual (English and Spanish)

Job Summary: Staff4Me is on the lookout for a NOC Helpdesk Analyst who is bilingual in English and Spanish. This position plays a crucial role in providing excellent technical support for our clients' IT systems. The successful candidate will monitor network performance, troubleshoot issues, and ensure effective communication in both languages to enhance customer satisfaction.

Key Responsibilities:

• Actively monitor network operations and manage all incidents through a ticketing system.
• Provide bilingual support via phone, email, and chat to address client queries and issues.
• Troubleshoot and resolve problems related to networks, servers, and workstations.
• Communicate effectively with clients, providing clear updates and escalations as necessary.
• Document all support interactions and resolutions in the ticketing system for record-keeping.
• Perform routine system checks and maintenance to ensure optimal performance and uptime.
• Contribute to the creation and enhancement of technical documentation and knowledge base.
• Collaborate with team members to identify patterns of incidents and improve processes.
• Attend training sessions to stay updated on new technologies and industry standards.

Requirements:

• Fluency in both English and Spanish (written and verbal) is essential.
• Should be knowledgeable in layer 2 troubleshooting – this includes MAC tracing and VLANs.
• Proven experience in a helpdesk or technical support role is preferred.
• Strong analytical skills with the ability to troubleshoot technical issues.
• Excellent communication skills and a customer-oriented mindset.
• Familiarity with remote support tools and IT ticketing systems.
• Basic understanding of network protocols and IT infrastructure.
• Relevant certifications (e.g., CompTIA A+, ITIL) are a plus.
• High school diploma required; an Associate’s or Bachelor’s degree in a related field is preferred.