Provide
remote technical support
for laptops, desktops, LAN connectivity, applications, and small-form devices.

Troubleshoot and resolve issues across
iOS, Android, and Windows
devices.

Provide support for
Windows OS, web browsers, MS Office, Microsoft 365/O365, Outlook, Skype for Business, Microsoft Teams, SharePoint, and OneDrive for Business
.

Work effectively within a
high-volume ICT Service Desk environment
, handling incident diagnosis, troubleshooting, resolution, and escalation.

Troubleshoot
Windows Registry issues, patch upgrades, antivirus/virus-related issues, security, and encryption
problems.

Troubleshoot
VPN, TCP/IP, network connectivity, OSI model, network devices, and carrier-related issues
.

Apply basic to intermediate
networking concepts
, including LAN/WAN, DNS, DHCP, IP addressing, and connectivity troubleshooting.

Log, track, and update incidents in the
IT Service Management (ITSM) system
, ensuring SLA and resolution targets are met.

Escalate complex technical issues to appropriate
L2/L3 support teams
when required.

Maintain strong customer service while providing clear, professional, and timely technical assistance.

📌 Technical process executive (Ciudad de México)
🏢 Epsilon Solutions
📍 Ciudad de México