Junior Service Desk Agent (Technical Support)

About the role

We are looking for a Junior Service Desk Agent to provide first‑level IT support to internal users. The role involves troubleshooting hardware, software and network issues, and ensuring a smooth user experience.

Key responsibilities

• Provide first‑level technical support via phone, email and chat.
• Diagnose and resolve incidents related to Windows operating systems, Microsoft Office applications, hardware and connectivity.
• Manage user access requests and maintain documentation in the ticketing system.
• Classify, prioritize and track incidents, aiming to resolve them on the first contact.
• Escalate complex cases to higher support levels and keep users informed of progress.
• Apply established incident and problem‑management procedures.

Required profile

• Technological high school in IT (UTU 2nd cycle) or equivalent, or at least 50 % of a tertiary IT degree.
• Basic knowledge of computer networking (TCP/IP) and PC assembly/repair.
• Interest or experience in user support and strong interpersonal communication.
• Result‑oriented mindset with problem‑solving abilities.

Required skills

• Microsoft Windows administration and configuration.
• Microsoft Office (Word, Excel, Outlook).
• Basic TCP/IP networking concepts.
• PC hardware assembly, diagnosis and repair.
• Use of ticketing tools (Service Desk/Call Center platforms).

What we offer

• Access to SONDA Academy for continuous professional development.
• SONDA Wellness program supporting work‑life balance and health.
• On‑site work environment with a structured training period.