Helpdesk Support Specialist

hace 2 semanas

Tijuana, México Outset Medical Mexico A tiempo completo

Descripción y detalle de las actividadesPosition OverviewThe Helpdesk Support Specialist, Mexico will manage all IT Support requirements at Outset's manufacturing facility, providing technical support for a wide range of technology areas including computers, applications, networks, audio visual, telephones, and mobile devices. The incumbent will play a hands-on role in resolving day-to-day issues reported through the IT Service Desk and supporting the information technology needs for manufacturing operations. The Helpdesk Support Specialist will also partner with Outset's System and Network Administrators to provide hands-on support of backend IT infrastructure.Essential Job Functions and ResponsibilitiesProvide Tier I-II support for all Windows, Mac, and mobile platforms; troubleshoot PC hardware and software problems, identifying root cause, and recommending appropriate solutions.Diagnose and resolve issues related to network systems such as LAN, Wi-Fi, and VPNSupport secure operations by maintaining anti-virus and endpoint security applications and remediating vulnerabilities and incidents; ensure compliance with all information security policies and procedures.Manage incidents and fulfill requests within agreed upon service level agreements (SLAs)Establish productive working relationships and maintain effective communication with the user community.Exercise good judgement in determining appropriate escalations for broad technology issues.Coordinate imaging, patching, and rollout of applications to workstations and serversConfigure and deploy end user hardware per organizational standards.Support Active Directory administration.Support and maintain telephony systems, conference rooms, and audio-visual equipment.Collaborate with IT Leadership, System Analysts, System Administrators, vendors, and business teams to assess needs and recommend technology solutions.Assist with planning, coordination, and execution of information technology projects.Experiencia y requisitosRequired Qualifications3+ years' experience in technical support role; experience working in manufacturing environment preferred.Outstanding knowledge of computer software, hardware, networking (Juniper, MIST and Palo Alto Networks), computer security and technology risk; experience supporting both Windows and Mac OSExperience with enterprise level ticketing systems (e.g., Fresh Service, ServiceNow, Remedy, etc.)Excellent verbal and written communication skills (English & Spanish)Desired QualificationsTechnical knowledge and experience with Azure AD, Microsoft 365, Microsoft Intune, and Auto PilotExperience in ITIL-based service delivery is a plus.Understanding of enterprise communication solutions such as Zoom and PolycomExperience in troubleshooting Zebra printersTechnology Certifications are a plus.Collaborative and a service-oriented mindsetStrong analytical and problem-solving skills with good judgmentMobility to access, install and service computer systems and other technology-related equipment throughout company work sites is required; ability to lift 25 lbs. on a regular basis.BeneficiosBeneficios de acuerdo a la LFTseguro de vidabonos anualescaja de ahorrocomedortransporteseguro de gastos médicosplan de indexación

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