2023-j25384 - Desk Side Level 2
hace 2 meses
Overview
**Job Title: Desk side Level 2**
**Job Location: Mexico City - Onsite - Miguel Hidalgo (Lago Alberto)**
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- Knowledge of integrating ITSM solutions for automatic ticket creation and site services support
- Should have a good understanding of the tools and technology landscape, current trends and applicability in the outsourcing environment
- Knowledge of troubleshooting and resolving software issues; reimaging computers/hard drives
- Administration experience of MS Active Directory users & groups, policies and management concepts
- Knowledge of categorizing and prioritizing end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information
- Business Skills:
- Experience of Deskside Level 2 troubleshooting
- Preferred if have experience in leading teams of 4-8 deskside engineers
- Ability to interact with customers to ensure that the service is efficient and responsive
- Provide SME support analytically to a successful conclusion
- Ability to interact with cross functional teams of EUC to provide support on any due diligence required to perform the solutioning of the of field services/deskside support project architecture
- A self-starter with ability to work on their own initiative
- Qualification and Experience:
- Diploma or Engineering degree along with MSCE or CNE qualification (desirable)
- Minimum 3-5 years related field experience in End User support including VIP support
- Installation and configuration - Desktop / laptop/ Printer/ Server/ Networks etc.
- Substantial experience Desktop, Workstations, Notebooks and Printers management
- Certified Windows Administration
- Supporting Windows core technologies
- Collaboration experience including remote control of PCs and video conferencing knowledge
- Deliverables to include ensuring the proper levels of run and maintain support
- Strong Microsoft Office skills (Outlook, Word, and Excel)
- Thorough understanding of Outlook's calendaring tool
- Understanding of Exchange functional accounts and how they are used within Microsoft technologies
- Strong customer handling skills
- Strong written and verbal communication skills (English language)
- Must be detail oriented and self-motivating
- Experience of managing and leading a geographically and culturally diverse team
- Background security check is mandatory
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