Support and Installations Technician | Full-Time | Remote | Colombia

Generic Job Title: Support & Installations Engineer: LatAm

Role Family: Support & Installations

Report to: Team Leader/CSM

Role Purpose:

The Support and Installations Technician is responsible for the effective functioning of the IT infrastructure for our proprietary system and customer environments displaying Kiron products including hardware and software. The Support and Installations Technician is a customer-facing role and will provide a high-quality customer experience while resolving client issues.

Core Competencies:

• Honesty & Integrity
• Proactive
• Stress Management
• Accountable
• Agile
• Analytical & Process Driven
• Project Management
• Punctuality

Minimum Qualifications:

• Matric
• A Bachelor’s Degree in Information Technology, Computer Science, or a related field (advantageous).
• A+/N+ and/or MCITP or similar.
• Microsoft / CompTIA certifications are advantageous.
• Desktop Support experience.
• Azure/AWS exposure or certification (advantageous).
• Preferably 5 years or more experience in a similar environment (Technical support/Helpdesk).
• Fluency in Spanish and English.
• Experience in virtual sports gaming/betting (advantageous).
• Experience in cloud technologies.
• Previous experience in a technical customer service desk role (advantageous).
• Knowledge of best practices around management, control, and monitoring of server infrastructure and desktops.
• Server Management out of South Africa (Deployments/approvals).
• Installation, configuration, and maintenance of end-user workstation hardware, software, and peripheral devices.
• Ability to diagnose and resolve performance, connectivity, and related network problems including hardware and software.
• Ability to work on Web-based products.
• Software experience.
• Knowledge of Network Infrastructures.

System Maintenance – Outputs:

• Log file size management and interpretation.
• Responding to customer emails and Skype while adhering to SLA.
• Level 1 Support troubleshooting for all logged issues.
• Experience with ticketing systems (Jira, smart sheets, hosting provider tickets).
• Respond to clients on pending tickets where needed.
• Manage customer interaction via different messaging platforms (Skype/Teams/WhatsApp Bot).
• General support for betting.
• Handle incoming betting notifications.
• General setup for betting/operator.
• Installations.

Technical Support – Outputs:

• Analyse and isolate issues.
• Evaluate and modify the system’s performance.
• Determine network and system requirements.
• Document changes and update frequently asked questions.
• Manage and optimize server usage while backing up important data.
• Coordinate with employees in other departments and teams.

Engage with Stakeholders – Outputs:

• Ability to work as part of a larger organizational team and independently, as well as with clients.
• Maintain and manage positive relationships with internal and external stakeholders.
• Effectively communicate at all management levels with clients/stakeholders.
• Make recommendations to improve client service and fair treatment of clients within the area of responsibility.
• Take ownership of continuous upskilling.

Agility | Clarity | Collaboration | Creativity & Innovation | Customer Centricity | Lead with Integrity | Relationship Focused