Senior Technical Support Analyst

hace 2 meses


Juárez CDMX, México Thomson Reuters A tiempo completo

**Sr **Technical Support Analyst**

Do you have experience in IT Services? Are you passionate about the chance to bring your experience to a world
- class company that is market-leading for both content and technology? If yes, we are looking for you

Our Service Management function is transforming into a truly global, data and standards-driven organization, employing best-in-class tools and practices across all disciplines of Technology Operations. This will drive ever-greater stability and consistency of service across the technology estate as we drive towards optimal Customer and Employee experience.

**About the role**

Based in Mexico City office, this role will be a member of a team of talented support specialists who provide both remote and in-person support across our EMEA / APAC / AMERS regions. Working as part of a large global team, you will be responsible for day-to-day support, providing expertise to our customers, and looking for opportunities to expand your technical knowledge.

In this opportunity as a **Sr **Technical Support Analyst**, you will:

- Performs troubleshooting on issues - providing guidance, basic training, and technical support to end-users
- Monitor the Helpdesk / Service Center system and respond appropriately and timely to tickets
- Complete additional tasks such as inventory, shipping, and imaging
- Fully contribute to the utilization of the hardware/software inventory process
- Serve as a problem escalation point on technical issues
- Participate in assigned projects
- Review and update documentation existing in enterprise knowledge base
- Fully contributes to, and mentors others in, the utilization of the hardware/software inventory process system implemented
- Produces well written technical and business documentation, such as project justification documents and proposals
- Creates and publishes new documentation pertaining to previously undiscovered software/hardware issues and/or specific Operating issues in enterprise knowledge base. Provides solutions used by Tier 1 Help Desk support. Reviews and updates documentation existing in enterprise knowledge base.
- Acts as a point of focus for the company for all IT desktop support issues performing installs, upgrades, and moves as appropriate
- Provides technical guidance and direction to team members and peers.
- Reviews identified business process issues and recommends applicable technical solutions to various user groups.
- May lead small teams
- Provides support and project guidance for new departmental staff, less senior staff, and individuals outside the work group
- Provides advanced network analysis for issues related to connectivity
- Escalates any issues that cannot be resolved at 2nd level to the appropriate resource within the IT team
- Has mastered the use of, and is able to mentor others in, the problem management/ticket tracking system
- May initiate postmortem process as appropriate.
- Identifies reoccurring hardware and software incidents and proposes solutions.
- Thrives under constantly changing conditions, offering new ideas and fresh approaches to problems
- Contributes to the continual improvement of the change management process.
- Conducts informal and formal technical and/or business presentations for peers, customers, and occasionally at the organization level.
- Provides input and recommendations for departmental processes, policies, and standards, considering impact on the organization.
- Evaluates and implements best practices

**About You**

You’re a fit for the role of **Sr Technical Support Analyst** if your background includes:
3-5 years’ experience of on-site Desktop support including:

- Experience supporting Windows and Mac OS
- Knowledge of mobile devices and MDM preferred
- Experience with administering accounts in Azure and InTune would be beneficial

Good written and oral communication skills, strong critical thinker.

Strong collaboration skills - able to work independently and with a team.

Ability to work with team members and customers from diverse geographic areas.

A passion to learn new technologies and share knowledge across teams

Strong customer focus - demonstrates empathy and understanding when dealing with customers

LI-AC1

**What's in it For You?**

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

- ** Hybrid Work Model**: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected
- ** Wellbeing**:Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, and e



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