NOC Helpdesk Bilingual (English and Spanish)

• 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.

• 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.

• Fluency in both English and Spanish.
• Proven experience in a helpdesk or technical support role.
• Strong analytical skills for troubleshooting.
• Excellent communication skills.
• 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 preferred.

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