Supervisor de Soporte Técnico (Hardware y Software)

About the role

Compulab is looking for a Technical Support Supervisor to lead its hardware and software assistance team. The role combines operational leadership with advanced second‑level technical support, ensuring continuous operation of corporate infrastructure and timely incident resolution.

Key responsibilities

• Supervise, assign, and evaluate daily tasks of support technicians, both on‑site and remote.
• Monitor the help‑desk ticket system, prioritize requests, and ensure closure within SLA targets.
• Act as escalation point for complex hardware (boards, memory, disks, peripherals) and software issues (Windows/Linux OS, corporate applications, licensing, antivirus).
• Coordinate preventive and corrective maintenance for computers, printers, and other devices.
• Lead processes for imaging, formatting, migration, backup, and data recovery.
• Manage warranty claims and liaise with manufacturers and external suppliers.
• Oversee security policies, patch management, and proper use of IT assets.
• Document procedures, build knowledge base, and train end‑users.

Required profile

• Bachelor’s degree in Systems Engineering, Computer Science, Electronics or related field.
• Minimum 5 years of hardware and software support experience.
• At least 1–2 years of experience supervising a help‑desk or technical support team.

Required skills

• Hardware troubleshooting and preventive maintenance.
• Proficiency with Windows and Linux operating systems.
• Experience with ITSM/Helpdesk ticketing tools.
• Basic networking knowledge.
• Antivirus and security software management.
• Data backup and recovery procedures.