Puebla, mexicogeneral accountabilitiesonboarding and offboardingcoordinate 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 supporttier 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 serviceexcellent 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 securityadhere 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 qualificationseducationbachelor's in computer science or a related field.itsm foundation training is preferred.technical skillsminimum 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 skillsfluent 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.benefitsmedical, dental and life insurance.savings fund, vacations bonus, christmas bonus, grocery bonus, annual bonus.ptosvacation and holiday.save on commutepaid office parking.discount programsmedical‐related discounts.prime locationin the heart of puebla, with views of popocatepetl volcano, restaurants, and amenities close by.sponsored eventsteam social events and christmas dinner.sport activityjoin your colleagues in various sports activities in the area.eat & drinkenjoy a kitchen stocked with drinks, coffee, and snacks.
#j-*-ljbffr