System Support Technician

Chubb•San Juan, PR

About The Position

The Systems Support Technician will be responsible for providing technical assistance to users across the organization, ensuring the timely handling, tracking, and resolution of incidents related to the technology used within the company. In addition, this role will support training, documentation, and local and regional technology initiatives.

Requirements

Technical assistance to users across the organization
Timely handling, tracking, and resolution of incidents
Support training, documentation, and local and regional technology initiatives
Manage service requests and incidents through a ticketing tool
Support for incidents related to base software (Windows OS, Microsoft Office, OneDrive, Microsoft Teams, antivirus, security agents)
Support for hardware issues and requests
Support for LAN, Wi-Fi, and VPN connectivity
Support for access and permissions to network resources
Support for printing systems and mobile and fixed telephony
Maintain computer inventory and installed software
Monitor critical office infrastructure
Escalate incidents promptly to regional technical teams
Support technical testing for changes, implementations, and projects
Assist business users in channeling technical requests
Track operational metrics
Participate in local and regional project meetings
Document technical procedures, instructions, and guidelines

Responsibilities

Act as a liaison between business areas and regional technical teams to support requests and specialized technical needs.
Manage service requests and incidents assigned through the ticketing tool, ensuring timely follow-up and resolution within established service levels.
Provide support for incidents related to base software, including Windows operating systems, Microsoft Office, OneDrive, Microsoft Teams, antivirus, and security agents.
Address hardware issues and requests for equipment or accessories.
Provide support for LAN, Wi‑Fi, and VPN connectivity, as well as access and permissions to network resources.
Support printing systems and mobile and fixed telephony.
Keep the computer inventory and installed software up to date in accordance with company standards and release cycles.
Monitor critical office infrastructure and escalate incidents promptly to regional technical teams.
Support technical testing related to changes, infrastructure implementations, and technology projects.
Assist business users in properly channeling their technical requests.
Track operational metrics related to the day-to-day activities of the area.
Participate in local and regional project meetings, representing the country operation.
Document technical procedures, instructions, and guidelines for the area.