IT Support Specialist
hace 20 horas
The IT Support Specialist will work as part of the Mexicali IT Team, providing on-site and remote IT support to Sonova business entities and users across Mexico. This role delivers supports local and cross-site IT projects, and ensures the effective delivery of IT services for multiple Group Companies. The role is focused on delivering high-quality, user-centered IT support, enabling employees to resolve technical issues, adopt digital tools, and improve productivity, while ensuring compliance with IT standards, security policies, and corporate guidelines. Key Responsibilities Serve as a primary point of contact for end-user technical support (hardware, software, networking, and collaboration tools). Promote and support the use of ServiceNow and offsite support channels (hot desk/chat). Participate in IT problem identification, process review, and process improvement initiatives. Gather technical requirements and translate business needs into IT solutions and recommendations. Ensure compliance with IT standards, policies, and security requirements. Install, configure, and maintain: Computers, laptops, mobile devices, and peripherals. Networks, cabling, file shares, and collaboration platforms. Software applications, patches, and license management. Support local application implementation and operations, including database engines. Monitor systems and support mission-critical applications and processes. Log, track, and document incidents and requests in the ticketing system. Analyze recurring issues and propose preventive solutions. Support onboarding of new employees with IT setup and system orientation. Coordinate with vendors and service providers regarding defective products and new services. Collaborate with Service Desk teams, third parties, and end users to resolve high-priority tickets. Participate in IT projects and continuous improvement initiatives. Perform physical IT tasks such as receiving, lifting, racking, cabling, and equipment installation. Education Bachelor’s degree or equivalent experience in Computer Science, Information Technology, or related field. Certifications (Preferred) IT technical certifications such as MCSE, CCNA, or equivalent. Work Experience 7+ years of experience in IT Support, End-User Support, or IT Field Support. Experience supporting users at multiple organizational levels, including senior management and VIP users. Experience working in international or multi-site environments. Technical Skills Hands-on experience in Windows and Mac environments. Windows Server 2012+ and Active Directory administration. Network troubleshooting (LAN, WAN, Internet connectivity). Experience with ServiceNow or similar ticketing systems. Business application and database support. Knowledge of Agile methodologies and ITIL / ITSM practices. Languages English: Advanced #J-18808-Ljbffr
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