Administrator English, Spanish, Windows

Job description

Administrator - English, Spanish, Windows Panama Administrator - English, Spanish, Windows Panama, Panama Job Summary We seek a skilled Service Desk Analyst with IT support experience, strong troubleshooting abilities, and proven efficiency in managing high-volume ticket queues. Key Responsibilities Provide Level 1 and Level 2 IT support via phone, email, and ticketing tools such as ServiceNow and Vayusphere. • Diagnose and resolve incidents related to desktops, laptops, printers, Outlook, VPN, network connectivity, and other end-user systems. • Follow ITIL processes for effective incident and service request management. • Escalate unresolved incidents to Level 2 or Level 3 support teams within agreed SLA timelines. • Maintain accurate ticket documentation, use closure templates, and provide timely follow-up updates. • Ensure strong ticket management practices while consistently improving user satisfaction. • Follow the three-strike user follow-up process. • Coordinate with FSS teams for onsite support requirements as needed. • Support enterprise IT environments across macOS, Windows, and mobile platforms. • Demonstrate a good understanding of Intune, Microsoft 365, and macOS; related experience will be an added advantage. • Bring hands-on experience with ITSM tools such as ServiceNow Skill Requirements Strong communication skills, a positive attitude, and flexibility to work in shift-based operations. Other Requirements Good knowledge of Windows, MAC, basic networking, Microsoft 365, Intune, and Azure.