Service Center Support Technician

Service Center Support Technician

​Operations & Technology​

Puerto Rico 

General Responsibilities

Provide entry-level technical and operational support to the Service Center with a primary focus on supporting the stabilization and daily operation of the ServiceNow platform. Serve as a first point of contact for incoming telephone and web-based service requests, performing initial assessment, prioritization, and resolution in accordance with established service levels and procedures. Assist users by gathering relevant information, guiding them through basic diagnostic steps, and identifying issues related to applications, systems access, hardware, software, and connectivity. Utilize IT Service Management tools, including ServiceNow, and known error documentation to research, document, and resolve standard incidents, escalating more complex issues to higher-level support teams as required. Accurately log, track, and update incidents, service requests, and resolutions within the service management system, ensuring proper documentation and data quality to support reporting, knowledge management, and continuous improvement efforts. Support operational readiness by validating ticket flows, workflows, and basic configurations during the ServiceNow stabilization phase. Collaborate with internal technology and operations teams to support process standardization, user adoption, and service delivery improvements. Follow established policies, procedures, and internal control requirements, including applicable SOX controls, while maintaining a strong customer service orientation and adherence to quality and compliance standards. 

Performs duties through methods and actions that are consistently ethical and in total compliance with the laws, applicable regulations, Code of Ethics, corporate policies and guidelines and rules of conduct. Completes corporate trainings and certifications intended for the detection and prevention of money laundering related activities and fraud, insider training and conflict of interest policies and procedures, as applicable.

Education and Experience Required

Associate's degree or equivalent from a two‑year accredited college or technical institution in Information Systems, Computer Science, Information Technology, or a related field. Relevant technical coursework, vocational training, or equivalent practical experience may be considered in lieu of formal education. Minimum of one (1) year of related experience providing technical or operational support in a service desk, service center, or IT support environment is preferred. Entry‑level candidates with foundational knowledge of IT service management concepts, ticketing systems, and customer support processes will be considered. Basic familiarity with IT Service Management tools, such as ServiceNow or similar platforms, is desirable, along with a willingness to learn and support system implementation and stabilization activities. Experience handling customer requests, documenting incidents, and following established procedures in a fast‑paced support environment is preferred. 

Knowledge and Skills Required

Basic knowledge of information technology concepts, including applications support, systems access, hardware, software, and network connectivity. Familiarity with IT Service Management (ITSM) principles and the use of ticketing systems such as ServiceNow or similar platforms to log, track, and document incidents and service requests. Ability to follow established procedures, troubleshoot common technical issues, and accurately document actions taken and resolutions provided. Demonstrates attention to detail and the ability to maintain accurate records within service management tools to support reporting, knowledge management, and service quality. Effective verbal and written communication skills in Spanish and English, with the ability to clearly explain information to users with varying levels of technical knowledge. Strong customer service orientation, including active listening, professionalism, and the ability to manage user expectations in a fast‑paced support environment. Basic analytical and problem‑solving skills, with the ability to assess situations, identify relevant information, and determine appropriate next steps or escalation paths. Ability to manage time effectively, prioritize tasks, and work collaboratively with team members and support groups while adhering to internal policies, security standards, and applicable control requirements. Advanced system configuration or development skills are not required for this role. 

Additional Information

9:00AM-6:00PM 

Available to work extended hours, weekends and/or holidays as needed and the availability to travel as required supporting projects in the region. 

“Evertec Group, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, pregnancy, marriage, sexual orientation, gender identity, national origin, age, genetic information or condition, political affiliation, religious ideology, being a victim or perceived victim of domestic violence, sexual assault, or harassment, serving or having served in the Armed Forces of the United States, disability status, or any other protected category by Puerto Rico or US Federal law. EEO is the Law Poster. If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, please contact the People & Culture Department in advance at (787) 759-9999 or send an email to talentacquisition@evertecinc.com in order to accommodate your special needs. Evertec is an employer with E-Verify to verify the eligibility for employment of all the new employees. Participation Poster. Drug-free company. Equal Employment Opportunity/ Affirmative Action for Women/Veterans/People with Disabilities.”