About the Role
At Canvia, a leader in digital transformation, we are seeking a dedicated and service-oriented Service Desk Specialist to join our high-performing IT team. In this fully remote role, you will be the first point of contact for technical support, ensuring that our users receive timely and effective solutions to their hardware, software, and connectivity challenges. We are looking for a professional who combines technical expertise with a passion for excellence in customer service and a desire to grow within a dynamic, innovation-driven environment.
Key Responsibilities- Provide comprehensive remote technical support to end-users via telephone and remote control tools, ensuring a high rate of first-level resolution.
- Diagnose, troubleshoot, and resolve incidents related to hardware, operating systems, Office 365, connectivity, and corporate applications.
- Record, manage, and track all support requests received through phone and web channels using standard ITSM tools until successful closure.
- Ensure strict adherence to Service Level Agreements (SLAs) by escalating complex cases to specialized technical teams in a timely and efficient manner.
- Document every interaction with precision, including the initial diagnosis, corrective actions taken, and the final resolution applied.
- Act as a technical advisor for users, guiding them on the optimal use of technological tools and promoting best practices in digital security and efficiency.
- Maintain and manage user accounts and access permissions within Active Directory to ensure organizational security.
- Educational background as a Technical Graduate or Bachelor in Systems Engineering, Computer Science, Informatics, or a closely related field.
- Proven experience working in a Service Desk or Help Desk environment, demonstrating a strong grasp of remote support protocols.
- Advanced proficiency in Windows operating systems and the Microsoft Office 365 suite.
- Intermediate level skills in Microsoft Excel for data management and reporting.
- Hands-on experience with ITSM platforms (ServiceNow, Jira Service Management, or similar) for ticketing and workflow management.
- Practical knowledge of Active Directory for user management and access control.
- Strong communication skills with a focus on empathy, patience, and professional user guidance.
- Competitive salary aligned with current market standards and professional experience.
- Full legal payroll enrollment (planilla completa) from the very first day of employment.
- Comprehensive health insurance and all social benefits according to Peruvian law.
- 100% remote work modality, allowing you to contribute from any location with a stable internet connection.
- Access to continuous training programs and professional development opportunities to stay ahead in the IT industry.
- The opportunity to work in a collaborative, tech-forward culture that values your expertise and promotes internal growth.
By applying to this vacancy, you expressly authorize AI INVERSIONES PALO ALTO II S.A.C. to process your personal data for the purpose of managing your participation in the selection process, in accordance with Law No. 29733 – Personal Data Protection Law and its Regulations.