Overview
hoy
descripción breve
* ability to communicate technical and technological information in a clear and accessible manner to all business users.
* demonstrated ability to identify and resolve procedural/process problems to maintain a philosophy of continuous service improvement.
* attitude and flexibility to respond and adapt to changing needs on short notice, to resolve problems in tight deadlines and critical situations.
* ensure prompt and accurate resolution of technical support related issues to customers with a high degree of responsibility and effective response.
* ensure that the level 2 team is aware of major incidents as they occur.
responsibilities del puesto
* first and second level end user computing services.
* engage in escalation support processes in a timely manner using good judgment and self-initiative.
* assist in the creation of written/verbal instruction guides for users and update knowledge base.
* manage incoming first and second technical inquiries effectively and efficiently using proactive customer service and call control techniques.
* create and deploy disney images of workstations through the pxe server.
* manage workstation breakdown, relocation and configuration to accommodate user relocations, site remodels and installations of new assigned locations.
* receiving supplies (miscellaneous), cell phones and computer equipment for the company, including both legal entities.
* registering and modifying equipment in service-now.
* securing the company's computer equipment and cell phones.
* creation of the file related to the update (refresh) of the computer equipment.
* downloading of print reports and capturing of toner cartridge status screens for submission to the printer supplier.
* troubleshooting of first level printing problems.
* configuration and management of computers for use with advertising displays.
* support on-site company events, through projection and/or audio in various areas of the company.
* coordinate and deliver equipment to be refurbished to cast members.
* important: this position requires to be on-site client offices in mexico city.
location and organization
manager of it application support
azcapotzalco, distrito federal hsbc
about hsbc/global service center
if you’re looking for a career where you can make a real impression, join global service center (gsc) hsbc and discover how valued you’ll be. Hsbc is one of the largest banking and financial services organizations in the world, with operations in 64 countries and territories.
principal accountabilities
* responsible for protecting production environment for global systems, ensuring end-to-end high availability, performance and reliability
* working towards continuous improvement, optimizing existing systems, managing infrastructure and reducing work through automation
* be able to efficiently communicate on the production/crisis calls
* accountable for executing root cause analysis for production issues.
* working in a 24x7 global operation fts team during americas shift.
* leading a gps sub-value stream (svs) for the americas pe team
* leading a technical team of production engineers/sres
* work during americas shift on a fts model, including weekends and on-call for high/critical incidents.
* team leadership, including timesheets, snow requests, log reviews, interviews, budget/pmo reviews, performance reviews.
* meetings with stakeholders (local/global teams and hr).
key requirements for the role
* work experience of 5 years with at least 2 years in l0/l1 production support
* 5 years in leadership roles
* cybersecurity awareness
* itil concepts understanding; experience with servicenow or similar
* unix (linux) command knowledge and shell scripting
* sql knowledge and stored procedures, preferably oracle
* troubleshooting c++/java, sql and stored procedures
* basic integration knowledge (architecture design, web app servers, ibm mq, load balancers)
* strong english communication
* safe methodology, devopssec mindset
* 24x7 availability; hybrid role 2-3 days in office (mexico)
* resilience, self-motivation, and conflict management
job type and benefits
* full-time, permanent
* sueldo: a partir de $90,000.00 al mes
* benefits: salary increases, employee discounts, gym discounts, preferential pricing, company parking, free parking, referral program, major medical insurance, life insurance, cafeteria service, productivity bonus
* hybrid and on-call requirements; night shifts, and rotating schedule
application questions
* do you have over 5 years of experience with at least 2 years in l0/l1 production support?
* do you have working experience on an americas shift on a fts model, including weekends (rotational)?
* are you comfortable working in a hybrid setting?
* are you willing to undergo a background check, in accordance with local law/regulations?
* how many years of team lead experience do you have with production engineers and sres?
* are you comfortable commuting to this job's location?
* will you now or in the future require sponsorship for employment visa status?
* are you legally authorized to work in mexico?
experience and languages
* shell scripting: 3 years (desirable)
* oracle databases: 3 years (desirable)
* unix: 3 years (desirable)
* inglés: obligatorio
other job details
lugar de trabajo: remoto híbrido en azcapotzalco, cdmx
about simplepractice / about zendesk / about emerson
texto de introducción de varias empresas que describe cultura y beneficios. Se mantienen descripciones en español/inglés según el original; se omiten detalles no esenciales para el rol cuando corresponde para claridad.
technical support engineer / application support engineer (mexico city)
ubicación: mexico city, mexico (hybrid). Contrato: permanente, tiempo completo. Generales: role bridging l1-l3 support, incident management, root cause analysis, knowledge base creation, on-call, onboarding/offboarding, vendor communications, cross-functional collaboration, itil adherence.
required skills
* excellent customer service and communication skills
* ability to convey technical jargon to varied audiences
* a sense of urgency and the ability to empower end-users via knowledge base
* experience with html/xml/javascript or css; restful api; unix basics; saas integrations
* fluent english
why join
onsite at mexico city office; collaboration with zendesk/other brands; equal opportunity employer.
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