Overview
this position is for an experienced technician on the desktop support team responsible for partnering with both customer it design teams and level 1 service desk and other support groups to provide support for core infrastructure and desktop technologies standard to customer’s operating environment.
responsibilities
* deliver 24x5 on‑site technical support across it locations, including break & fix, imac/d activities, preventive maintenance, vip user assistance, meeting room equipment checks, mobile devices, server/network “hands & eyes” support, and pc refresh.
* primary desktop support for windows operating system, mobile device management infrastructure, video conferencing systems, and customer l3 application teams.
* technical troubleshooting, data gathering and gap analysis for issues impacting end users globally.
* ensure consistent processes, procedures and technologies are utilized across the customer enterprise environment.
* follow the direction of application and system services team leads and managers.
* document recurring issues in the customer knowledge base.
* document in detail case status and tasks/work completed with end users in the customer itsm system.
* follow the customer critical incident process.
required qualifications
* bachelor’s degree in it or computer science preferred.
* 5 years combined experience and proficiency in supporting the following technologies:
o mobile device management and mobile web apps, ios, etc.
o active directory administration and infrastructure design
o windows 10 operating system advanced troubleshooting; proficient using windows registry
o microsoft office suite (2010/2016) advanced troubleshooting
o hardware troubleshooting with the ability to pinpoint hardware vs. software issues
o general knowledge/troubleshooting for macs
o general knowledge/troubleshooting for networking
o general knowledge of microsoft intune
o printers
o skype / teams video conferencing system support
o office 365
o understand and troubleshoot azure mfa
o desktop imaging
* strong customer service skills.
* experience in desktop and notebook hardware, operating systems and desktop software.
* experience with writing business requirements, process flows, functional and technical specifications, test scripts, and end‑user documentation.
* strong data analysis skills.
* demonstrated strong analytical and problem‑solving skills, able to analyze given situations, develop mental models of complex problems, identify and recommend approaches to solving them, and communicate a compelling business case for it solutions.
* teamwork/interpersonal skills: ability to lead through influence, partner with geographically dispersed colleagues, build alignment, facilitate, and collaborate across multiple management levels and organizations; technical mentor and training coordinator for l1 and l2 support.
* business knowledge: experience with it delivery teams, understanding of operating environments and cultures outside the us, and expertise in consultancy for business solutions including requirements, alternatives, design, construction, architecture, and implementation.
preferred qualifications
* support certifications, desired:
o microsoft certified professional
o microsoft certified solutions expert (messaging; sharepoint)
o microsoft certified technology specialist
benefits
* life insurance
* major medical expenses insurance (extends to spouse and 2 children under 25 years of age, if applicable)
* minor medical expense insurance
* savings fund (up to mxn $4,300 monthly)
* food vouchers (up to mxn $3,300 monthly)
* 30 days bonus
* 12 days of vacation in the first year, increasing by 2 as dictated by law.
para obtener más información sobre cómo procesamos sus datos personales, consulte el aviso de privacidad de datos de candidatos de hcltech. Candidate data privacy notice | hcltech
#j-18808-ljbffr