IT Support Coordinator

Position Purpose

The IT Support Coordinator provides level 1, 2, and 3 desktop support for the company's IT infrastructure, employees, and associates. This role also assists the resolution of incidents and requests related to SAP, by escalating tickets to the regional and corporate IT Hortifrut teams. This role will work with Regional and Corporate IT team on various projects and serve as a liaison between the project technical and business unit/end user teams.

Organizational Relationships

· Supervisor: IT Regional Director Americas

Primary Accountabilities and Responsibilities

• Provide first call resolution whenever possible.
• Manage and resolve tickets associated to the geography using the company internal ticketing platform.
• Provide level 1, 2 and 3 hardware, desktop software and hardware support for the subsidiary employees and associates.
• Determining root causes of End Users application issues. Provide answers, investigating problems, documenting solutions and providing training to system users as required.
• Provide level 1 SAP, Access Control whenever is possible and escalate issues with Regional and Corporate teams.
• Administration and day to day support of iOS/Andorid mobile devices.
• Provide support for all IT hardware and software purchases as per instructed by supervisor.
• Responsible for purchasing process from quotes to issuing PO (IT Materials).
• Responsible for prioritizing service desk calls according to business impact.

Secondary Accountabilities and Responsibilities

• Assist with project scheduling, requirements research and documentation.
• Assist with developing relationships necessary for a successful project team across multiple functional areas.
• Create, analyze, document and communicate project summaries and status updates regularly to project team members and leadership across the subsidiary as appropriate.

Quantitative Data/Job Dimensions

• Shared responsibility with Regional IT Support Coordinators for level 1-2 of configuration, deployment and hardware and software resolution for approximately 20 users.
• Shared responsibility with Regional IT Support Coordinators for supporting hardware, software and phones at four (4) Hortifrut Warehouses and approximately 20 remote home offices

Qualifications and Skills Required

• English/Spanish bilingual
• Bachelor's degree in Information Systems preferred or equivalent experience.
• 3+ experience years in technical support.
• Extensive knowledge with Windows operating systems (Windows 10/11), MAC OSX, protocols and tools.
• Knowledge of iOS/Android mobile devices.
• Experience working with ticketing tools (Jira). ITILv4 certification is a plus.
• Experience working with Azure, Entra, Defender enterprise applications.
• Knowledge in ISO 27001/02 is a plus.
• Knowledge in Gen AI (Copilot) is a plus
• Networking LAN and WAN knowledge (Firewalls, Switching, Routers)
• Must be available for occasional after-hours support.
• Advanced knowledge of O365 applications.
• Ability to grasp new technologies at a fast pace.
• Highly focused customer service skills.
• Articulate and efficient.
• Able to work as part of a team and independently.
• Recommends process improvements to senior team members.
• Interacts with other IS disciplines and displays familiarity with a variety of software, hardware and applications.
• Must have outstanding organizational skills.

Salaried/Exempt Position

Location: Miami, FL (hybrid; days in agreement with is Supervisor)

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday
• Weekends as needed

People with a criminal record are encouraged to apply

Language:

• Spanish (Required)

Ability to Commute:

• Miami, FL 33166 (Required)

Work Location: Hybrid remote in Miami, FL 33166