About the company:
we are a leading company in the international moving and relocation sector. Over six decades, we've helped hundreds of thousands of employees relocate around the world to start a new life and international career path. We value our employees and strive to provide a collaborative and constantly learning work environment. If you are looking for a place to develop your skills and grow professionally, join our team!
Location: atizapán de zaragoza, estado de méxico, near to galerías atizapán.
Objective:
the position is primarily responsible for receiving, categorizing and resolving or escalating issues raised by other employees and enabling the company to conduct business efficiently through effective use of it.
*requirements*:
- scholarship: university degree or higher diploma in computer science, mathematics or similar.
- 2 years’ experience as a senior service desk analyst or team leader role within a corporate environment.
- bilingual (advanced english)
- willingness to work outside office hours, *on public holidays* (and very rarely during weekends).
Knowledges:
- cherwell service desk management experience is desired.
- experience in microsoft active directory, dhcp, lan & wan
- experience in file and print servers
- knowledge/experience in terminal servers - citrix xenapp.
- experience in windows based server/desktop operating systems, windows ad, ms office products, o365 user support etc.
- mobile device support experience - apple and android devices
- experience in network troubleshooting in corporate environment.
- industry certifications relevant to itil foundations, microsoft certified it professional for desktops and azure.
Responsabilities:
- provide 1st and 2nd level technical support to company’s employees using enterprise’s service desk system, instant messaging, telephone or other mediums as required.
- communicate with a helpful results-oriented approach to resolving the employee’s issues to include end-point support and escalated desktop trouble shooting of issues.
- monitor service desk for new incoming calls and respond within agreed time limits.
- ensure the integrity of the information in the service desk by carefully reviewing calls and updating incorrect or unclear information.
- assist infrastructure or systems management teams as necessary with basic system administrator tasks such as monitoring jobs, log reviews and access control changes.
- report progress to line manager is a proactive manner.
- co-ordinate with other teams as needed and share technical skills or transfer knowledge.
- follow company’s it policies and procedures and correctly utilize all tools.
- raise concerns/issues to a supervisor or other senior team member.
- guide, support, and train l1 support analysts as required.
- support the company csr commitment and goals.
- monitor availability of servers and network services (vpn/wan).
- file server tasks - manage shares and permissions.
- print servers tasks - printer installation, manage printer shares/security permissions and troubleshoot.
- provide 2nd level citrix support and troubleshoot any profile related issues.
- identify proxy related issues and escalate.
- configuration of new it equipment (laptops, desktops and mobile devices) to company standards.
- troubleshooting network communication issues, and end user network connectivity.
- adherence to itil processes, procedures and meet service levels.
- create outstanding customer support experience by ensuring timely resolution, communicating promptly on progress and handling customers with a kind and professional attitude.
- follow up with other support staff or service resources involved in resolution to ensure incidents are resolved, and the customer communication is complete. Document resolutions and update self-help and staff knowledge bases.
- recommend and implement improved process and best practices within the scope of internal it.
- maintain it equipment inventory.
- maintain system-related documentation and procedures.
- co-ordinate with other teams as needed and share technical skills or transfer knowledge.
- identify incident trends. Report potential issues and progress to line manager in a proactive manner.
- draft communication to staff in case of any system/network outages.
- communicate any known system issues/workaround to other regional it in a timely manner.
Salary and benefits:
- salary $25,000 to $27,000 pesos per month less taxes (monthly payment frequency).
- additional benefits: punctuality bonus, not absenteeism bonus, saving fund, pantry vouchers, refund internet service, life insurance, major medical insurance.
- working hours:8h30 - 17h30 mon - fri. (hours may be adjusted to fit the standard day shift for the location)
- three days on site and two working at home.
- annual performance incentive.
- continuous training.
- opportunities for growth and professional development.
- collaborative and dynamic work environment.
Tipo de puesto: