*
*_puebla_*_, _*_mexico_*_ _*
*general accountabilities*:
- *onboarding and offboarding*:
- * coordinate onboarding*: assist with the logistics of new employee onboarding, including scheduling and preparing materials.
- * support new hires*: assist with onboarding activities, providing guidance and technical support to new hires throughout the process.
- * offboarding support*: assist with offboarding processes, including account deactivation, equipment retrieval, etc.
- * technical support*:
- * tier 2 support*: handle technical escalations and more advanced inquiries beyond the skills of level 1 support.
- * issue resolution*: troubleshoot hardware and software issues, providing timely solutions to end-users.
- * documentation*: maintain accurate records of support requests, resolutions, and knowledge base articles.
- * collaboration*: work closely with level 1 support and other it teams to resolve complex issues.
- * customer service*:
- * excellent communication*: communicate effectively with end-users, explaining technical concepts in a user-friendly manner.
- * customer satisfaction*: ensure a positive customer experience by resolving issues promptly and professionally.
- * empathy*: show empathy and patience when assisting users with technical challenges.
- * compliance and security*:
- * adhere to policies*: ensure compliance with company policies, security protocols, and industry best practices.
- * security awareness*: educate end-users on security practices and help prevent security breaches.
- * data protection*: safeguard sensitive information during onboarding and offboarding processes.
*job qualifications*:
*education*:
- bachelor's in computer science or a related field.
- itsm foundation training is preferred
*technical skills*:
- minimum of 6 months in a help desk or technical support role.
- troubleshooting skills and knowledge.
- proficiency in windows and macos environments.
- familiarity with active directory, exchange, and office 365.
- basic networking knowledge (tcp/ip, dns, dhcp).
- certifications: relevant certifications (e.g., comptia a+, microsoft certified: modern desktop administrator associate) are a plus.
*professional skills*
- fluent english language skills required: verbal and written communication.
- effective communication and problem-solving skills.
- able to write technical work instructions to add value to the teams' operations.
- experience working with multicultural teams and customers.
- self-motivated and disciplined.
- strong investigative and analysis skills.
- customer-focused: strong customer service orientation and problem-solving skills.
- team player: collaborative mindset and ability to work well within a team.
*benefits*:
medical, dental and life insurance. Savings fund, vacations bonus, christmas bonus, grocery bonus, annual bonus.
*ptos*:
vacation and holiday.
*save on commute*:
paid office parking.
*discount programs*:
medical-related discounts.
*prime location*:
in the heart of puebla, with views of popocatepetl volcano, restaurants, and amenities close by.
*sponsored events*:
team social events and christmas dinner.
*sport activity*:
join your colleagues in various sports activities in the area.
*eat & drink*:
enjoy a kitchen stocked with drinks, coffee, and snacks.