Postúlate en Kit Empleo: kitempleo.pe/empleo/wk97w

The HelpDesk Support Technician is responsible for providing high‑quality technical support to internal and external users, resolving incidents efficiently, and ensuring a positive support experience. This role handles L1/L2 troubleshooting, ticket management, onboarding/offboarding tasks, and contributes to documentation and continuous improvement efforts. The technician plays a key role in maintaining operational stability, service quality, and adherence to HelpDesk standards.
Key Responsibilities
End‑User Technical Support (L1/L2)

Provide timely support for hardware, software, OS, and network‑related issues.
Troubleshoot Windows OS, VPN, MFA, email, and business applications.
Resolve incidents through remote or onsite support.
Escalate complex issues to L2/L3, Lead, or IT teams as needed.
Maintain strong customer service and communication throughout the support process.

Ticket Management & SLA Compliance

Manage assigned tickets in the HelpDesk system (Jira Service Management or similar).
Ensure accurate ticket categorization, prioritization, and status updates.




Meet or exceed SLA targets for response and resolution.
Document troubleshooting steps, root cause, and resolution clearly.
Avoid overdue tickets through proactive communication and follow‑through.

Onboarding & Offboarding Support

Prepare and configure laptops for new hires.
Set up user accounts, access permissions, and required applications.
Support secure offboarding by revoking access and recovering assets.
Ensure all onboarding/offboarding tasks follow IT security and compliance standards.

Asset & Inventory Management

Track IT assets including laptops, peripherals, and accessories.
Support allocation, replacement, and recovery of equipment.
Maintain accurate asset records and assist with audits.
Report low inventory levels and coordinate replenishment with procurement.

Software, Access & Security Administration

Install and configure business applications and productivity tools.
Support

Postúlate en Kit Empleo: kitempleo.pe/empleo/wk97w

📌 Technical Support Technician (Lima)
🏢 Avanto
📍 Lima