The 20 MSP

• Identify, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals • Manage ticket queue to ensure timely resolution • Provide customer support using remote connection software • Professional Spanish fluency is required • Provide thorough documentation on each customer interaction • Prioritize ticketing system flow by following SOPs and KB articles for resolution • Meet or exceed KPI goals • Troubleshooting of the following, though not limited to: Advanced desktop issues, VPN connectivity, Entry-level server support, Hardware issues, Line of business support