Service Desk Tech Ii

hace 1 semana


Ciudad de México, Ciudad de México CompuCom Systems, Inc. A tiempo completo

Why CompuCom? (Overview):
CompuCom provides powerful, game-changing technology solutions that are mobile, reliable and easy-to-use, allowing your business to compete like never before

Our associates are what make us different. We've built a diverse, results-driven culture, centered on our commitment to excellence, caring, and inclusion.

What We Need & What You'll Do (Responsibilities):

  • Real time on floor support (Queue monitoring, long call support, processes compliance, escalation point, Incident management, complex technical issues resolution, Supervisor calls)
  • Resolves Level 1 and Level 2 issues. Elevates complex and/or high priority problems they cannot solve to the appropriate support groups for resolution (L3 Agent, Manager, etc.)
  • Followup with end users to provide status updates as per service level guidelines (SLA's)
  • Communicates with customers at all levels of technical and nontechnical skills sets
  • Assisting L1's with escalations and technical questions. They also provide technical coaching and training as things change in the environment.

Who You Are (Qualifications):

Type of Experience:

  • High proficiency in Technical Documentation and training material
  • Experience with properly diagnosing and route technical problems internally and for the client
  • Experience with office and VPN
  • Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) or similar ticketing systems to manage and track incidents
  • Basic knowledge of ITIL, Service Desk metrics/SLA's, and mobile device support

Special Certifications:

  • Preferred, not required: Certification in relevant IT products/technologies (Example, Comp

TIA:
A+ certification)

Language Skills:

  • Advanced English
Technical

Competencies:

  • Data mining, analytical thinking and reporting skills
  • High proficiency in Technical Documentation and training material
  • Productivity & Collaboration Tools proficiency
  • Strong hardware and software knowledge
  • Ability to talk and type accurately at least 30 wpm

Competencies:

  • Prioritization ability
  • Adaptability
  • Communication skills to deliver information to a basic level Sound understanding of customer support, operations, and processes
  • People Skills
  • Ability to work under pressure and meet deadlines
  • Leadership Skills
  • Working in a fastpaced environment
  • Customer focus

Information Systems:
(People Soft, etc.)

  • Experience with multiplatform Windows O/S required
  • Working knowledge of Apple OS

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