Support And Operations Field Service Specialist

**Support and Operations Field Service Specialist****PURPOSE OF THE ROLE****Digital Workforce Solutions (DWS)**- **Providing high** touch **IT support to business partners**, including **desktop** and **mobility support**, technology upgrades, global webcasts and web chats, training, and **ensuring readiness for key operating meetings**.- **Local site support** of audio visual, **collaboration**, and server/data center support working with the owners of these towers to execute "hands-on" tasks on their behalf- **Manage projects** within the **local site**, implement new technology platforms- **Act as a liaison** **between customers and other corporate IT teams**, provide consulting and architectural re-views within area of expertise, and develop skills for self and peers.- **- **Participates and executes technical standard analysis**, implementation and evaluation of small-scale solution projects within technical area of expertise on the following areas:- End User Support- Hardware troubleshooting and Repair- Operating system and software- **Collaborates **with **IT Service Delivery**, **IT Business Support teams**, and **key business colleagues** to ensure existing solutions continue to a**lign with and meet business needs.****ACCOUNTABILITIES**- Daily oversight of end-user IT support requirements, ticket queue monitoring, and escalation management.- Perform governance and oversight for Managed Services onsite resources, including vendor management and reporting- Interface with IT customers to understand business requirements and customer needs and assist in the development of solutions.- Lead complex technical projects supporting global technological decisions and implementations.- Establish service-level metrics used to define and measure technology services.- Proactively engage with business partners by doing daily walks through the office.- Set up and monitor important meetings that depend on A/V equipment to be successful (e.g. Townhalls, All Hands, Financial and Budget meetings, etc.)- Provide comprehensive training to our business partners on new and existing technologies.- Investigates issues, analyzes solutions and implements technical changes on small projects.- Supports the delivery of business solutions deployment to production, handle IMACD-processes of End User Equipment and IT Asset Management.- Works under moderate guidance and direction.- Understands key IT and Business objectives / goals and uses this knowledge within its own working field.**QUALIFICATIONS****Education & Experience**- Associate/Bachelor degree in Computer Science or equivalent field experience- 3+ years of relevant technical experience, including systems analysis, design and implementation.- Strong emphasis on Customer service and providing best-in-class end-user support.- Ability to solve complex technical and business problems.- Ability to coordinate projects and interact with all levels of management.- Ability to work effectively in a team environment.- Self-starter; ability to work independently with mínimal supervision.- Knowledge of hardware, internals, peripherals, and software on platforms supported.- Excellent verbal and written communication skills.- Excellent judgment and customer interaction skills.- Technical certifications and experience in the healthcare field and qualified/validated systems are a plus.- Pharmaceutical industry and/or drug development business experience is a plus**Skills & Competences**- Leadership (Vision, strategy and business alignment, people management, communication, influencing others, man-aging change)- Decision-making and Autonomy (The capacity and authority to make organizational decisions, autonomy in decision-making, complexity of decisions, impact of decisions, problem-solving)- Interaction (The span and nature of one's engagement with others when performing one's job, internal and external relationships)- Innovation (The required level of scientific knowledge, knowledge sharing, innovation and risk taking)**Locations**:MEX - Santa Fe**Worker Type**:Employee**Worker Sub-Type**:Regular**Time Type**:Full time