It- Help Desk Support Specialist Level 2

hace 7 días

Tijuana, Baja California, México Viamericas A tiempo completo

Viamericas is a #1 ranked and licensed money transmitter offering international money transfer, bill payment, check processing and a variety of other services at thousands of agent locations across the United States, and over 100,000 locations in 50 countries.

At Viamericas, our ultimate objective is to help immigrants succeed and improve their lives by providing the highest quality financial services.

We are always seeking TOP TALENT - experienced individuals who embrace our core values of respect, innovation, integrity and impact.


Position Summary:


The level 2 support specialist is responsible for delivering the work from start to finish, according to the levels agreed for the business, by working with the final internal user, hardware and software in each of the office and the technology team, the The specialist makes sure to analyze and solve root problems, as well as the requests from internal users, as well as proposing new solutions to optimize and automate IT services with greater business value.


Duties and Responsibilities:

  • Develop and optimize operation processes based on good ITIL practices.
  • Develop service strategies to migrate the problems of Software, Hardware and networks.
  • Manage, support and maintain Cisco Applications such as Call Manager, Cisco Contact Center Express, Unity Connection, VCS Express, etc.
  • Work with the Infrastructure team to ensure that the infrastructure hardware and software is with the latest stable firmware and recommended by the manufacturer.
  • Monitor and report the performance of the company's Infrastructure and Applications services.
  • Detect and solve the problems of IT scaled to second level through the channels Telephone and Portal of the help desk.
  • Ensure that all incidents are resolved against SLA'.
  • Inform in time with HelpDesk and support using metrics, for related tickets.
  • Solve internal personnel tickets that impact the daily operation.
  • Be the first communication channel with the NOC in the alarmed process and services report, solve them or scale them to infrastructure.
  • Evaluate with IT and business personnel, to discuss the impact of incidents and problems on our products and services.
  • Develop support standards, processes, procedures and business guidelines for the management of incidents, problems and changes.
  • Evaluate the "tradeoffs" between the topics used, value criteria and their risk impact.
  • Proactively learn and train other team members, about new products and service technology.
  • Develop or build IT service management processes based on ITIL such as capacity management, configuration, changes, among others.

Requirements, Skills and Knowledge:

  • ITIL Foundations or ITIL Intermediate (desirable)
  • Professional in IT, Telecommunications or career to end.
  • Minimum experience of 3 years
  • Excellent written verbal communication ability.
  • Strong ethics in customer service.
  • Ability to prioritize problems and solve them quickly.
  • Excellent ability to analyze and solve complex problems.
  • Effective ability to manage and politicize projects
  • High technical knowledge in networks, Windows and Linux servers, security, databases, and other information technologies.
  • Familiar with ITIL or related frameworks.

Working Conditions:

  • This position is required to work from Monday to Friday, cover weekend shifts on site in rotation with your coworkers. And in some occasions availability may be required after hours. On a regular basis to support high seasons.
  • Bilingual: Must speak English fluently. Good oral and written communication skills, in English and Spanish. Ability to speak clearly messages in English and Spanish.
Come work for industry leaders We are the fastest growing company in the industry, with best in class products.

We offer an environment of growth and learning that will help you to grow your potential and develop as a professional.

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