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hace 3 semanas

Guadalajara, México Koch Industries A tiempo completo

**Description****Your Job**MES Support Analyst**What You Will Do**- Support Analyst is responsible for the acceptance, triage and resolution of internal/external customer reported incidents.- He / She will perform preliminary investigation and resolve incidents, update tickets with status and work with other sections of the business on delivering/deploying workarounds and patches as applicable.- Gain an intimate knowledge of the client's implementation and critical business processes.- Ability to understand, analyze and resolve customer issues and requests in an expedient manner, using knowledge base documents and troubleshooting and communication skills.- Communicate regularly with customer and internal resources on status of incident as per accepted guidelines- Provide knowledge transfer & training within the team, share best practices, and create/update knowledge articles to enhance the quality and efficiency of incident/request work.- Create and update self-help knowledge documents to increase customer satisfaction and deflect incidents from the support team.- Ultimately responsible for resolution of all incidents opened by the customer- Willing to support on-call during weekend.- Must be of IT background and should have software technical knowledge- Good to have domain knowledge of manufacturing / MES**Who We Are**At Koch, employees are empowered to do what they do best to make life better.Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

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