Soporte Técnico Junior

About the role

SONDA is looking for a Junior Technical Support professional to provide first‑level assistance to internal users. The role involves diagnosing and resolving incidents related to operating systems, applications, hardware and connectivity while delivering excellent customer service.

Key responsibilities

• Provide first‑level technical support via multiple channels (phone, email, chat).
• Diagnose and resolve incidents involving Microsoft Windows, Microsoft Office, hardware, and network connectivity.
• Manage user access requests and application permissions.
• Log and track incidents and service requests in the ticketing system.
• Classify and prioritize tickets according to established procedures.
• Resolve issues on first contact whenever possible, using knowledge bases.
• Escalate complex cases to higher support levels.
• Communicate status and progress of tickets to users.
• Apply incident and problem management processes.

Required profile

• Technical high school diploma in IT, IT technician degree, or at least 50 % of a related tertiary program.
• Strong interpersonal communication skills.
• User‑oriented mindset with problem‑solving ability.
• Result‑driven attitude.

Required skills

• Administration and configuration of Microsoft Windows.
• Proficiency with Microsoft Office (Word, Excel, Outlook).
• Basic networking knowledge, including TCP/IP protocols.
• PC assembly, diagnosis and repair.
• Experience with ticketing tools or Service Desk platforms (preferred).

What we offer

• Access to SONDA Academy for continuous professional development.
• SONDA Wellness program supporting work‑life balance and health.
• Opportunities to grow within a technology‑focused company.