Technical Support Associate (On-Site)

About the role

Assurant is hiring an on-site Technical Support Associate in San Juan. The role provides first-level technical support to end users and helps ensure effective delivery of IT services, covering IT infrastructure, telephony, network connectivity, hardware, software and user access. It also supports IT Service Management (ITSM) processes such as incident management, request fulfillment, ticket administration and service level compliance, following ITIL best practices.

Key responsibilities

• Provide first-level support for hardware, software, telecommunications, mobile devices and network connectivity issues.
• Troubleshoot, diagnose and resolve routine technical incidents affecting end users and business operations.
• Respond to requests for support, installation, configuration, relocation and removal of company-provided hardware and software.
• Own and track incidents and service requests through resolution, meeting Service Level Agreement (SLA) targets.
• Administer Incident Management and Request Fulfillment processes.
• Identify recurring issues and trends and share findings with IT teams.
• Work with internal teams and third-party vendors to resolve escalated incidents.
• Maintain good communication with end users throughout the support lifecycle.

Required profile

• Associate's or Bachelor's degree in Information Technology, Computer Systems, Computer Science or Engineering, or equivalent experience.
• At least two years of experience in a Technical Support, Help Desk, Service Desk, Desktop Support or similar IT support role.
• Spanish and English communication skills; ability to handle confidential information and work in a fast-paced environment.

Required skills

• Windows desktop support and Microsoft 365 administration.
• Identity and access management (Active Directory, Okta) and basic Azure administration.
• DNS, DHCP and networking fundamentals; cybersecurity basics and endpoint protection.
• ITSM concepts, incident management, request fulfillment, escalation and SLA management.
• Preferred: ITIL, LAN/WAN, IT asset management, ServiceNow, Jira Service Management, Freshservice, Ivanti, ManageEngine, and workflow automation tools such as Power Automate, Power Apps and Copilot.