Global Technical Support Technician

hace 1 mes

Ciudad de México Hitachi Vantara Corporation A tiempo completo

Location: Mexico City Mexico
Job ID: 1028014HV
Date Posted: Mar 4, 2024
Segment: Digital System & Service
Business Unit: Hitachi Services & Platforms
Company Name: Hitachi Vantara Corporation
Profession (Job Category): IT, Telecom & Internet
Job Type (Experience Level): Experienced
Job Schedule: Full-time

We're Hitachi Vantara, a global infrastructure business. Our people are the force of meaningful progress. We enable the incredible with data - from taking theme park fans on magical rides, conserving natural resources, protecting rainforests to saving lives. We empower businesses to automate, optimize and advance innovation. Together, we create a sustainable future for all.

Imagine the sheer breadth of talent it takes to inspire he future. We don't expect you to 'fit' every requirement - your life experience, character, perspective, and passion for achieving great things in the world are equally important to us.

Meet the Team

The Level 1 Global Technical Support Technician role is to provide professional, courteous, and effective technical support and customer service to all internal employees. At a high level, this includes receiving, prioritizing, documenting and resolving/escalating end user's requests and issues. This position will be based in Mexico City, Mexico.

This is a hybrid role- Will need to come in to the Mexico City office as needed 50% of the time

What You Will Be Doing

• Take ownership of all tickets routed from internal contact sources or customers which require a higher level of technical analysis and will work these tickets to resolution with end user through call medium of support or route to the appropriate resolution group.
• Handles problems and issues that users are unable to resolve
• Communicate effectively with end users in all stages of the incident management process
• Interact with multiple support teams to restore service and/or identify and correct core problem
• Communicating with the Shift Lead and/or direct leadership chain on intra-day issues, team projects and needs, escalations, and performance trending
• Keep up to date knowledge on continuous enhancements to IT, tools, and processes within the internal knowledge base
• Assists the Shift Leader in developing and implementing SLA performance improvement / enhancement plans
• Build relationship/trust with all associates so that they are comfortable approaching them for resolution of customer issues
• Resolve Tickets within scope of responsibilities according to defined procedures
• During end user interactions, document all pertinent user information, request/issue details and troubleshooting steps taken in the ticketing tool, including initial interaction, triage, escalation, and status updates as requested
• Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated as per process & every effort is made to meet service levels
• Present a positive, effective, and flexible contribution to achieving team targets and objectives
• Pro-activeness and technical appetite to explore and obtain solutions for unknown issues

Hitachi Vantara is a global company and the candidate will be interacting with staff remotely across all regions where English is the language of choice. The candidate must be fluent in English

What You Will Bring to the Team:

• Minimum of 2+ years of relevant work experience in a technical helpdesk role
• Working knowledge of computer hardware and software
• Working knowledge of computer operating systems; including Windows 10 and OS X
• Working knowledge of Active Directory, Office 365, Exchange Management Console, SCCM, MobileIron, Citrix XenDesktop Cisco VPN/Remote Connectivity, etc.
• Working knowledge of mobile device support; including Android and iOS.
• Interpersonal skills, with a focus on rapport-building, listening and questioning skills
• Proven customer service skills

Professional skill qualifications:

• Effective in a team-oriented environment.
• Ability to retain information and train quickly
• Self-motivated and directed
• Fluency in English (both written and spoken).

  • Manager, Global Technical Support

    hace 2 semanas

    Ciudad de México Ciena Corporation A tiempo completo

    Manager, Global Technical Support page is loaded Manager, Global Technical Support Apply locations Mexico City time type Full time posted on Posted 2 Days Ago job requisition id R025145 Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an...

  • Manager, Global Technical Support

    hace 2 semanas

    México Ciena Corporation A tiempo completo

    Manager, Global Technical Support page is loaded Manager, Global Technical Support Apply locations Mexico City time type Full time posted on Posted Yesterday job requisition id R025145 Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an...

  • Technical Support Manager

    hace 4 semanas

    Ciudad de México DFO Global Performance Commerce Limited A tiempo completo

    **GPC **is on a mission to deliver superior eCommerce software and we need people that love: - Software - Technology - eCommerce **GPC **is global in operations, culture, and language with offices in New Jersey, San Diego, Vancouver, Mexico City, Sao Paulo, The Hague, Hong Kong, Ho Chi Minh, Manila and Brisbane. SUMMARY: GPC has an immediate opening for a...

  • Technician It, Site Support

    hace 6 días

    Ciudad Juarez, México CommScope A tiempo completo

    In our ‘always on’ world, we believe it’s essential to have a genuine connection with the work you do. IT Site Support Technician Are you passionate about customer service and solving technology problems? We are looking for you! As an IT Site Support Technician in our Ciudad Juarez, Chihuahua MX manufacturing facility you will be faced with new...

  • Associate, Global Technical Support

    hace 4 semanas

    Ciudad de México Ciena A tiempo completo

    **Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual’s passions, growth, wellbeing and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and...

  • Manager, Global Technical Support

    hace 2 semanas

    Ciudad de México Ciena A tiempo completo

    Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual’s passions, growth, wellbeing and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and...

  • Global Technical Support

    hace 3 semanas

    Ciudad de México Ciena Corporation A tiempo completo

    Global Technical Support - Network Management System (NMS) page is loaded Global Technical Support - Network Management System (NMS) Apply locations Remote-Mexico Mexico City time type Full time posted on Posted 30+ Days Ago job requisition id R023548 Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a...

  • Manager, Global Technical Support

    hace 2 semanas

    Ciudad de México, Ciudad de México Ciena A tiempo completo

    Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual's passions, growth, wellbeing and belonging. We're a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and...

  • Technical Support Engineer

    hace 4 semanas

    Ciudad de México TK Recruitment A tiempo completo

    My client, a dynamic and rapidly growing **international FinTech**, is expanding its presence in Mexico. As part of this expansion, we are actively seeking a highly skilled **Technical Support Engineer** to join their team in CDMX. **_The Role: _** **_To succeed in this role, we expect you to have:_** 1. Bachelors/College Degree in Computer Science,...

  • Global IT Support

    hace 4 semanas

    Ciudad de México ELEVATE A tiempo completo

    **Role** Global IT Support **Location(s)** Mexico **Who We Are** At ELEVATE, we offer a unique and impactful career journey designed to empower our teams to influence change. Join us for a truly international experience. With 24+ offices globally (and growing), you will have exposure to real issues that span the globe. Fasten your seatbelt for an...

  • Global Technical Support, Mexico City: Optical, Routing

    hace 4 semanas

    Ciudad de México, Ciudad de México Ciena A tiempo completo

    Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual's passions, growth, wellbeing and belonging. We're a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and...

  • Technical Support Analyst

    hace 1 semana

    Ciudad de México Clarivate Analytics A tiempo completo

    Technical Support Analyst page is loaded Technical Support Analyst Apply locations MEX- Mexico City (PQ) time type Full time posted on Posted 30+ Days Ago job requisition id JREQ126272 We are excited to bring on a new Technical Support Analyst to join our growing team at Clarivate! As first point of contact, you will be responsible for all inbound...

  • Desktop Support Technician

    hace 4 semanas

    Ciudad de México Manpower S.A. de C.V A tiempo completo

    The Desktop Support Technician is responsible for supporting PC based computers and related equipment for customers and for providing technical expertise, experience and documentation & project coordination as required to install or repair hardware/software and resolve technical problems.  Essential Duties and Responsibilities: • Diagnose and repair...

  • Lead Technician

    hace 4 semanas

    Ciudad de México Human Staff A tiempo completo

    **IMPORTANT COMPANY HAS AN IMMEDIATE NEED FOR**: **LEAD TECHNICIAN** **Qualifications and Requirements**: - 4 years of experience in a technical help desk and/or call center position. - Bachelor's degree in a technology related field. - Excellent proficient business English - both verbal and written skills with the ability to communicate effectively. -...

  • Technician, Computer, End User Ii Sot

    hace 4 semanas

    Ciudad de México Qualfon A tiempo completo

    TECHNICIAN, COMPUTER, END USER II SOT **Posted On**:Feb 22, 2023 **Location**: Ciudad de México, Mexico DF, MX **Company**:Qualfon - Job Summary- The Technician, Computer, End User II under general supervision of the Supervisor, Information Technology, performs technical, and administrative work in the maintenance, and the installation of new and...

  • Technical Support

    hace 6 días

    México Hewlett Packard A tiempo completo

    Applies **_basic knowledge_** of the job skills and company policies and procedures to complete a variety of assignments/tasks. Good understanding of the general/technical aspects of the job. Works on assignments that are routine to moderately complex in nature and require basic problem resolution and independent judgment. Allocates own time efficiently....

  • IT Technical Support

    hace 4 semanas

    Ciudad de México Wiser Hub A tiempo completo

    **IT Technical Support job profile**: The Support Professional (SP) is typically a first point of contact and therefore has a key role in helping the mission goal of excellent Customer / Partner satisfaction. The Support Team must demonstrate an in-depth understanding of the features, technical proficiency, and excellent customer-facing skillsets. As part...

  • Technical Support Supervisor

    hace 4 semanas

    México Eaton A tiempo completo

    Eaton’s Corporate Sector division is currently seeking a Technical Support Supervisor. **What you’ll do**: Job Summary Provide direction and manage day to day functions of the Customer Care Technical Support Center located in Queretaro, Mexico. This position must also work closely with support management in the various Eaton Care support locations...

  • Global Technical Support, Mexico City: Optical, Routing

    hace 4 semanas

    Ciudad de México Ciena Corporation A tiempo completo

    Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual’s passions, growth, wellbeing and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and...

  • Global Technical Support, Mexico City: Optical, Routing

    hace 4 semanas

    Ciudad de México Mexico Ciena Mexico S.A. de C.V. A tiempo completo

    Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual’s passions, growth, wellbeing and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and...