Service Desk Level 1 Analyst

hace 7 meses

Monterrey, México DYOPATH A tiempo completo

DYOPATH, a leading Managed Service Provider (MSP), was founded to empower organizations by delivering trusted IT solutions. At DYOPATH, we pursue both purpose and success, knowing one will ultimately lead to the other. Our core values foster a culture that promotes accountability, excellence, exceptional customer service, and sustainability. Our team is passionate, fun, creative, and courageous in communications.

DYOPATH, a leading Managed Service Provider (MSP), was founded to empower organizations by delivering trusted IT solutions. At DYOPATH, we pursue both purpose and success, knowing one will ultimately lead to the other. Our core values foster a culture that promotes accountability, excellence, exceptional customer service, and sustainability. Our team is passionate, fun, creative, and courageous in communications.

**TITLE**: Service Desk Level 1 Analyst

**LOCATION**: Monterrey, NL - Onsite

**STATUS**:Full-Time with Benefits

**SALARY**: 15K - 17K pesos per month/before taxes depending on experience

**SHIFTS: Day shift - 9:00am - 6:00pm, Monday - Friday**

**REQUIRED**: Advanced English skills

**Job Summary**:
**Essential Job Duties**:

- Perform end-user technical support, troubleshooting, and tuning for end user hardware and systems, peripheral hardware (i.e. printers/copiers, etc.) and initial triage for client network environments
- Windows 10 troubleshooting and operations
- Basic Networking troubleshooting - identify root cause
- Mobile phone support
- SharePoint experience - navigation experience and basic understanding on how to use SharePoint
- Active Directory administration
- Coordinate with multiple support teams and vendors if escalation is necessary to achieve resolution
- Supports the team process and participates on cross-functional teams
- Understand and implement security best practices and work with security specialists to minimize vulnerabilities
- Respond to network and server alerts to ensure maximum up time of identified devices
- Understand and comply with all contractual SLAs, policies and procedures
- Exercises discretion and independent judgment when dealing with client requests, incidents and feedback
- Build credibility and trust with client customers and departments by providing solutions to inquiries and problems. This includes maintaining relationships with customers by understanding their needs
- Analyzes and recommends alternative solutions to meet customer needs
- Identifies areas of opportunity to improve communications and efficiency of operation to improve customer satisfaction
- Create and maintain documentation to build knowledge and provide training when necessary
- May be required to take after-hours on call support as necessary
- Complete other duties as assigned

**Required Skills**:

- Experience supporting and administration of VPN clients
- Office 365
- Windows 10 troubleshooting
- Basic understanding of SharePoint
- Demonstrate success supporting clients remotely via phone, remote control tools
- Experience using ticketing software such as ServiceNow, Cherwell or Remedy and demonstrate expert knowledge of incident management and ticket documentation
- Experience with Azure AD and/or Active Directory account maintenance, group membership changes, distribution groups, OU management and other AD functions
- Solid familiarity supporting multi-function printers remotely
- SAP; SOAP or other API; intermediate Excel skills
- Experience imaging and deploying new and replacement laptop and desktop equipment
- Diagnose and troubleshoot VOIP and telephony issues
- Extensive experience supporting Windows 10, MS Office, including Office 365
- Ability to touch type minimum of 60 WPM
- Excellent communication, interpersonal and critical thinking skills - previous experience supporting Executives (VIP "white glove" support)
- Multi-tasking abilities

**Qualifications**:

- Required Education: High school diploma, college graduates preferred
- Required Experience: The minimum experience for this position is 2-3 years of relevant experience

**Working Conditions /Physical Effort**:

- Fast paced and high-volume environment
- Responsibilities may require holidays sometimes with little advanced notice

**Benefits**:

- Savings Account / Monthly Tope Legal
- SGMM/ Major Medical Insurance / Family
- Pantry Vouchers 9% every 20th of the month
- Life Insurance (employee only)
- Vacation Premium
- Christmas Bonus
- Quarterly Bonus of annual income based on metrics
- Yearly Anniversary Bonus
- Pantry Vouchers
- Marriage and Bereavement
- Employee Referral Programs
- Growth Opportunities - Internal Promotions and Training/Certifications

**Equal Opportunity Employer

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