AgileEngine is an Inc. 5000 company that creates award-winning software for Fortune 500 brands and trailblazing startups across 17+ industries. We rank among the leaders in areas like application development and AI/ML, and our people-first culture has earned us multiple Best Place to Work awards.

WHY JOIN US
If you're looking for a place to grow, make an impact, and work with people who care, we'd love to meet you

ABOUT THE ROLE
We are looking for an IT Support Technician to serve as a Tier 1 and Tier 2 remote support partner for employees of a large technology company, providing technical assistance across software, hardware, endpoints, applications, access, and connectivity issues through ticketing, chat, email, phone, and video channels. You will triage incoming requests, resolve issues independently within scope, escalate appropriately while maintaining ticket ownership, and contribute to documentation, knowledge articles, and service improvement initiatives. The role is based in LatAm with PST business hours overlap required.

WHAT YOU WILL DO




- Serve as a first point of contact for employee technical issues involving software, hardware, endpoints, systems, applications, access, and network connectivity.
- Provide remote support through approved channels, including ITSM workflows, chat, email, phone, video, and related communication methods.
- Diagnose and resolve common end-user issues at Tier 1 whenever possible.
- Effectively triage incoming requests and determine the appropriate path to resolution.
- Route unresolved or out-of-scope issues to the appropriate specialist or escalation teams.
- Maintain clear, concise, and professional communication with employees throughout the support lifecycle.
- Log, track, and document user interactions, troubleshooting activity, and resolution details within approved ticket-management processes.
- Identify recurring issues, operational friction, and documentation gaps and surface them through established service-manage

📌 IT Support Technician (Rosario)
🏢 AgileEngine
📍 Rosario