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agente del servicio de asistencia de TIC

Code 3512.1

This role has no official English translation yet; it is shown in Spanish.

El agente/la agente del servicio de asistencia de TIC es un profesional especializado en brindar soporte técnico y resolver problemas relacionados con tecnología de la información en diversas organizaciones. Su propósito es asegurar el funcionamiento eficiente de los sistemas, equipos informáticos y aplicaciones al atender incidencias, asistir a usuarios, configurar y mantener dispositivos y sistemas. Su habilidad para resolver problemas, comunicarse efectivamente y proporcionar orientación técnica lo convierte en un recurso esencial para garantizar el correcto desempeño de la infraestructura tecnológica de la organización.

Essential skills

Knowledge

  • Bash
  • C#
  • Database management
  • Development Environments
  • GitHub
  • Google Cloud Platform
  • Issue tracking
  • Network Monitoring
  • Networking
  • Operating System
  • Quality Assurance (QA)
  • Relational Databases
  • Representational State Transfer REST
  • Serverless
  • Software Development Lifecycle SDLC
  • Testing
  • Traditional Waterfall methodology
  • User Experience UX
  • User Interface UI
  • Virtual Machines
  • Windows
  • Windows VM
  • XML
  • web application security threats
  • characteristics of products
  • characteristics of services
  • cyber security
  • ICT encryption
  • product comprehension
  • communication
  • ICT network routing
  • ICT networking hardware
  • ICT process quality models
  • systems thinking
  • ICT quality policy
  • ICT communications protocols
  • ICT system user requirements
  • organisational resilience
  • ICT network cable limitations
  • ICT network security risks
  • cloud monitoring and reporting
  • cloud security and compliance
  • distributed directory information services
  • operating systems
  • attack vectors

Skills and competences

  • administer ICT system
  • analyse ICT system
  • implement cloud security and compliance
  • ensure proper document management
  • communicate with customers
  • configure ICT system
  • consult information sources
  • cyber attack counter-measures
  • create solutions to problems
  • comply with legal regulations
  • support ICT system users
  • define firewall rules
  • perform ICT troubleshooting
  • perform backups
  • keep up to date on product knowledge
  • guarantee customer satisfaction
  • manage keys for data protection
  • manage cloud data and storage
  • manage IT security compliances
  • identify customer's needs
  • identify ICT system weaknesses
  • implement ICT security policies
  • integrate system components
  • keep task records
  • maintain ICT server
  • maintain ICT system
  • provide customer follow-up services
  • forecast workload
  • proporcionar documentación técnica
  • provide ICT support
  • solve ICT system problems
  • supervise data entry
  • use different communication channels
  • use back-up and recovery tools
  • use repair manuals
  • use ICT ticketing system
  • use access control software
  • use customer relationship management software

Transversal competences

  • address problems critically
  • analyse staff capacity
  • assist customers
  • estimate duration of work
  • train employees
  • meet deadlines
  • execute ICT audits
  • manage schedule of tasks
  • think analytically
  • prioritise requests

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What to assess for this role

Technical knowledge can be verified with tests and references. What never shows up on a CV are the transversal competences, and they explain most failed hires. Before closing, it pays to measure them with a standardised battery.

See psychometric assessment

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Sources

This service uses the ESCO classification of the European Commission and the Mapha Taxonomy developed by OTIC SOFOFA (CC BY 4.0), in an adapted version. Group codes come from the ILO's ISCO-08. See sources and licences