*qualification/requirements*
minimum 3 years of relevant experience working as it service desk analyst level 2+
- willingness to work weekends (flex scheduling)
- ability to diagnose and resolve general technical issues (on win, macos, linux)
- proven experience and knowledge from medium to high level in tech support on at least four of the following areas (sme):
- ms exchange clients
- cloud infrastructure and concepts
- it security and data protection
- powershell
- network
- linux/unix os
- one or more proven skills in the following areas: (preferred skills):
- devops
- agile methodologies
- itil/itsm
- python
- java
- oracle apex
- sql
- php
- etc.
- should be capable of multitask
- strong customer skills and customer oriented
- should have excellent communication skills english/spanish (oral & written)
- should be smart, enthusiastic and a good team player
- experience working on ticketing tsystems
- ability and willingness to work in an environment providing 24x7x365 support
- position based in *guadalajara *, mexico (is required to work from our office location)
career level - ic2
*responsibilities*:
- serve as the first point of contact for employees seeking technical assistance over the phone or web or chat
- perform remote troubleshooting through diagnostic techniques
- provide the best solution based on the issue and details provided by end user
- provide accurate information on it products or services
- collaborate with others to resolve complex issues
- research un-resolved issues to the next level of support team
- strictly adhere to slas and procedures
- record events and problems and their resolution in logs
- pass on any feedback or suggestions by customers to the appropriate internal team
- identify and suggest possible improvements on procedures
- monitor the ticketing queues and work on the aging tickets
- research solutions using available information resources
- stay current with system information, changes and updates