Lead Specialist IT Support

hace 3 meses

Ciudad de México CDMX Avantor A tiempo completo

**The **Opportunity**:
Avantor is looking for a dedicated and experienced IT Support Lead Specialist.
IT Support Specialist will Support the planning, acquisition, installation, control, management and maintenance of the organization’s local/wide area networks, computer systems, software, peripherals, and telecommunications. Works independently under mínimal supervision field incoming help requests by providing first level IT support and either resolve or escalate incidents in a timely manner. Provide updates within stipulated period and track open incidents till closure. Provide tech support by performing onsite troubleshooting through diagnostic techniques and taking necessary steps to provide resolution, providing clear communication and customer support.

This role will be a full-time position base out of the site ABC Mexico - Avantor US Business Center S. de R.L. De CV of Ciudad de Mexico. This is not a remote or a hybrid position.

**What we’re looking for**
- **Education**: Bachelor’s** **Degree in Computer Systems, or computer related degree.
- **Experience**:5+ years of experience providing IT Support.
- Bilingual (Spanish and English) at a C1 level.
- CompTIA A+/Network+ is desirable.

**Who you are**:

- Ability to travel up to 20% and work after hours and work flexible shifts, after or during weekends.
- Customer
- oriented, reliable, self-motivated, organized, detail oriented, teamwork and a quick learner.
- Outstanding customer service skills.
- Proficiency of Microsoft Outlook and MS Exchange environments.
- Proficiency of Windows 2K, 11 and Windows Server.
- Strong knowledge of PCs, Wintel, Software Center, SAP and Sovos interface, Networking concepts, Cyber Security familiarity, ServiceNow ticketing system.
- Ability to prioritize multiple high priority support request and work independently.
- Professional Maturity.
- Quality oriented.
- Handle difficult situations and people.
- Prioritize task and meet deadlines.
- Ability to multi-task, troubleshoot, and adapt to changing environment and needs.

**How you will thrive and create an impact**
- Observe, monitor, and report violation incidents of Avantor Global Security Policy
- Use Avantor IT tickets system to document assigned tasks and create new ones in case it is necessary.
- Assists the Corporate Support Team of Level 3 and Level 4, as necessary.
- Maintain IT Assets Inventory up to date using Avantor tools and manage electronic e-waste equipment.
- Comply with SLA (Service Level Agreement) parameters as per established by Corporate in our Avantor IT ticket system.
- Propose, design, develop, implement, and support improvements in business processes using the available of IT tools.
- Performs network troubleshooting to isolate and diagnose common network problems.
- Install, upgrade, and configure network printing and software.
- Provides setup, deployment, and support of mobile devices.
- Resolve hardware and software issues at office, warehouse, and manufacturing environments.
- Maintain, support, and configure warehouse devices (Printers, RF Units, Terminals, etc.
- Support conference room, desktop, laptop, mobile device and thin client management (receive, stock, issue, redeploy, tracking and disposal services)
- Desing and implements trainings, project materials, manuals, and testing documents.
- Installs and maintains hardware and peripheral components label printers and other peripherals related to operations support.
- Infrastructure site services (local support of data &voice network and hosting services devices led by L3.)
- Engages and is primary contact for the site with external vendors for support and services.
- Site relationship management (IT liaison with local site management.)
- Responds to client inquiries concerning system operation and diagnoses system hardware, software, and operator problems. Recommends or performs actions to correct problems.
- Assist the IT Corporate teams to support all aspects of infrastructure as needed.
- User interactions: Interact with all levels of Avantor associates and customer organization from end user to the Supervisor/Manager.
- Customer point of contact: The primary responsibility of this position is to serve as the liaison with customers. Exceptional communication and listening skills are essential.
- Process Improvement: To identify areas to streamline within the implementation cycle.
- Technical process consultant assigned to lead IT projects as needed.
- Perform other duties as assigned.

**Why Avantor?**

**Dare to go further in your career. **Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science.

**The work we do changes people’s lives for the better.** It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom’s voice for the

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