especialista en soporte técnico
Code 3512.5
This role has no official English translation yet; it is shown in Spanish.
The technical support specialist (mesa de ayuda, help desk o soporte TI) resolves user incidents, documents fixes and escalates what exceeds their tier. Use this Job Dictionary profile to build the typical L1/L2 support profile in Chilean companies.
Essential skills
Knowledge
- API Application Programming Interface
- APIs JSON
- APIs REST
- Bitbucket
- CI Continuous Integration
- Cloud Computing
- Command line tools
- Database management
- Directory Services
- Docker Swarm
- Firefox Developer Tools
- GitHub
- Issue tracking
- Linux
- Minimum Viable Product (MVP)
- Network Monitoring
- Networking
- Operating System
- Software Development Lifecycle SDLC
- Software code repositories
- Technical stack
- Web Apps
- Windows
- Windows VM
- characteristics of services
- communication
- organisational structure
- call quality assurance management
- customer relationship management
- ICT networking hardware
- Outsourcing model
- hybrid model
- maintenance operations
- systems thinking
- ICT help platforms
- ICT communications protocols
- ICT network cable limitations
- customer service
- distributed directory information services
Skills and competences
- administer ICT system
- apply technical communication skills
- communicate with customers
- configure ICT system
- consult information sources
- contact customers
- create solutions to problems
- support ICT system users
- perform backups
- remove computer virus or malware from a computer
- keep up to date on product knowledge
- provide information
- guarantee customer satisfaction
- manage ICT legacy implication
- manage email hosting service
- identify customer's needs
- implement anti-virus software
- keep records of customer interaction
- keep task records
- maintain ICT server
- maintain ICT system
- maintain relationship with customers
- handle helpdesk problems
- provide customer follow-up services
- listen actively
- forecast workload
- provide ICT support
- repair ICT devices
- solve ICT system problems
- solve technical problems
- answer incoming calls
- supervise data entry
- use different communication channels
- use repair manuals
- utilizar servicios electrónicos
- use ICT ticketing system
- use access control software
- use customer relationship management software
Transversal competences
- address problems critically
- analyse staff capacity
- assist customers
- information confidentiality
- meet deadlines
- educate on data confidentiality
- secure sensitive customer's information
- manage schedule of tasks
- think analytically
- prioritise requests
- perform escalation procedure
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What to assess for this role
Assess patience, structured diagnosis, clarity with users and disciplined ticket logging.
See psychometric assessmentLo que más nos preguntan
Common questions about this role when you are hiring or writing the job profile.
- What does an IT support analyst do?
- Handles tickets, diagnoses basic hardware/software/network issues and restores service per SLA.
- Are help desk and mesa de ayuda the same?
- Yes in everyday Chilean usage: first-contact channel for user incidents and requests.
- What to measure when hiring support?
- Service orientation under user frustration and speed learning the internal stack.
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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