Level 1/2 Help Desk

hace 2 semanas

Puerto Vallarta, México CyberNet Communications, Inc. A tiempo completo

Career growth opportunity for a help desk technical support analyst with strong technical, analytical, problem-solving, consultative, and presentation skills. You will be helping business customers with all of their technology related inquires ranging from adding new computers to a domain to fixing printer / scanner issues to help with email clients to troubleshooting connectivity issues.


Job Description:

  • Deliver service and support to end-users via remote sessions, phone calls and responding to tickets
  • Proactively monitor and respond to events, error conditions and threshold events in network monitoring system and processing events
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
  • Follow standard processes and procedures identified during training sessions
  • Identify and escalate priority issues per Client specifications
  • Redirect problems to appropriate resource
  • Accurately process and record call transactions using a computer and designated tracking software
  • Stay current with system information, changes, and updates


Job requirements:

  • Excellent written and oral English skills
  • Being capable to manage between 20-30 tickets per shift. This ranges from simple quick password resets, to remote sessions and screen shares to troubleshooting complex issues
  • Working knowledge of Microsoft Office (MS Work, Excel etc), Adobe PDF, Office 365 Admin, Google Workspace, Microsoft Servers (i.e. domain controllers etc) and other basic business productivity software
  • Network, Application and Infrastructure Support
  • Manage client servers and back up devices
  • Solid working understanding of Printers
  • Properly document IT issues as well as their resolution steps
  • Curate guides specific for clients infrastructure
  • Understanding of IT system fundamentals and system management tasks
  • Basic understanding of Macs
  • Basic knowledge of networking principles and operating systems
  • Ability to clearly document and articulate technical issues in English
  • Must be reliable and dependable, self-motivated and demonstrate a willingness to learn
  • Ability to work closely with peers and other teams


Candidate's profile:

  • Great organizational and interpersonal skills
  • Someone who is flexible and proactive
  • Creative mindset, problem solver, service oriented and self-learning skills
  • Innovative attitude, stress resistant, team player, flexible
  • Previous industry experience in 24 x 7 Network Operation Center or call Center


What we offer:

  • Opportunities for career advancement and skill development.
  • Work during Pacific time zone 9AM-6PM PST
  • Permanent Contract
  • Work alongside & learn from best-in-class talent



If you're interested in this position, do not wait Send us your resume

** *Please note that we will review CVs sent on English only. Your application will be stored in our recruiting data base. It will only be used for recruitment and selection and will not be available to third parties. Only shortlisted candidates will be contacted.

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