IS Support Specialist (English & Spanish Speaking)

Location:Remote - ColombiaWork Arrangement:Remote

About This Role

Hyland is looking for a customer-focused and technically adept IS Support Specialist to join our this role you will serve as the primary point of contact for all technical requests from Hyland employees providing exceptional customer service while resolving or escalating a broad range of technical issues. This role requires fluency in bothEnglish and Spanish. If you enjoy helping people solving problems and working in a fast-paced environment wed love to hear from you.

Your Role Responsibilities Heres What Youll Do.

• Respond to work order requests for computer equipment mobile devices printers scanners desk phones and audio/video equipment under direct oversight by other team members.
• Troubleshoot resolve or escalate work orders for hardware and software errors through various communication channels including phone email direct messaging and in-person.
• Document detailed information regarding work order requests and their resolution to ensure accurate and thorough record-keeping.
• Coordinate with external vendor systems regarding warranty registration purchases returns and repairs.
• Assist with maintaining inventory levels of all hardware equipment software and software licenses.
• Comply with all corporate and departmental privacy and data security policies and practices including Hylands Information Systems Security Policy.

Role Essentials

• High School diploma or equivalent; required to complete vendor-specific certifications; up to 5% travel time required.
• Fluency in both English and Spanish(written and verbal); oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact.
• Strong organizational multi-tasking and time management skills; ability to thrive in a fast-paced deadline-driven environment; strong attention to detail.
• Critical thinking and problem-solving skills; sound business and technology acumen; ability to handle sensitive information with discretion and tact.
• Collaborative skillsapplied successfully within a team as well as with all levels of employees across other areas; ability to establish rapport gain the trust of others and effectively reach consensus.

What Wed Like to See (Preferred Skills)

• Experience in an IT support or help desk role; familiarity with ITSM ticketing systems and work order management processes.
• Experience troubleshooting hardware and software issuesacross a variety of devices including computers mobile devices and audio/video equipment.
• Experience coordinating with external vendorsfor warranty registration purchasing returns and repair processes.
• Familiarity with inventory management practicesfor hardware and software assets in a corporate environment.
• Knowledge of corporate data security policies and best practices; experience handling sensitive information with discretion in a professional setting.

About Hyland

Hyland is the pioneer of the Content Innovation Cloud delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation. Hyland. All rights reserved.

Trusted by thousands of organizations worldwide including many of the Fortune 100 Hylands solutions create the foundation for a connected agentic enterprise where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hylands platform and services please visit .

#HylandLife

Since 1991 it has been Hylands mission to help our employees customers and partners exceed their potential with our industryleading content services platform. Our employees exude a contagious energy and are passionate about what they do whether its helping customers succeed raising up their fellow Hylanders or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employeecentric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive inclusive workplace is imperative to sustainable success.

As weve grown to a company of nearly 4000 strong we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.

Equal Opportunity Statement

Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications verify identity and comply with legal requirements.

• Respond to work order requests to computer equipment mobile devices printers scanners desk phones and audio/video equipment under direct oversight by other team members
• Troubleshoot resolve or escalate work orders for hardware and software errors through various communication channels such as; phone email direct messaging and in-person
• Document detailed information regarding work order requests and their resolution
• Coordinate with external vendor systems regarding warranty registration purchases returns and repairs
• Assist with maintaining inventory levels of all hardware equipment software and software licenses

• High School diploma or equivalent
• Required to complete vendor-specific certifications
• Organizational multi-tasking and time management skills
• Oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
• Critical thinking and problem solving skills
• Collaborative skills applied successfully within team as well as with all levels of employees in other areas
• Sound business and technology acumen
• Able to thirve in a fast paced deadline driven environment
• Attention to detail
• Ability to handle sensitive information with discretion and tact
• Ability to establish rapport and gain the trust of others; effective at gaining consensus
• Up to 5% travel time required