Service Desk Agent

hace 4 semanas

Ciudad Juarez, México BRP A tiempo completo

LIFE AT BRP

At BRP, we have a visceral connection to our consumers, one created from a shared passion for the Ultimate Ride. Our teams have a unique ability to develop market-shaping products and services that move people physically and emotionally.

Distributed throughout more than 100 countries, our product line-up includes Ski-Doo and Lynx snowmobiles, Sea-doo watercraft, side-by-side all-terrain vehicles, Can-Am Spyder roadsters, Evinrude marine propulsion systems, marine propulsion systems and motors for Rotax karts, motorcycles, and small planes, as well as a full line-up of parts, accessories, and clothing.

Our 14 500 employees make up a big family of diverse cultures who all share a common value: innovation. Our people are passionate and qualified; by joining BRP, you will evolve at the heart of an experienced team that will welcome you with open arms.-
**SECTION I**: GENERAL SUMMARY
BRP offers a career opportunity as Service Desk Agent; customer oriented, good collaboration with teammates, experience working with multi-functional teams, problem solving and analytical mindset. Tickets resolution following IT Operation Model.

**SECTION II**: EXPERIENCE AND EDUCATION
- Computer Sciense eduation technical or bachelor degree
- 0-1 years of experience configuring, building or troubleshooting computers, printers, scanners
- English (Speaking 50%, Writing 70%, Reading 90%)

**SECTION III**: KNOWLEDGE, SKILLS AND CERTIFICATIONS
- User and a services-oriented (make our culture unique, use our values: Passion, Drive, Ingenuity, Trust)
- Good teammate (attend meetings, collaborate, Maintain good relationship with colleagues)
- Multi-tasking
- Computer troubleshooting
- Availability to work on the day shift, evening shift, and night shift
- Follow communication protocols to report emergency ticket status
- Punctuality

**SECTION IV**: MAIN TASKS AND RESPONSIBILITIES
- Regular end user support (Professionals)
- Adequately solve tickets according to agreed priority and in compliance with SLA
- End user equipment support and troubleshooting (DELL (laptop, desktop, workstation), Ricoh (regular printers and MP), etc)
- Computer installation and setup (PXE boot)
- Microsoft Office Suite
- Google Workspace Office Suite
- Google Meets hardware support
- Wireless connectivity
- Mobile devices configuration and support (Samsung & Apple)
- Manufacturing Environment (commonly called Shop-Floor)
- Zebra printers (preventive and corrective maintenance along with LAN configuration (wireless).
- Zebra scanners (preventive maintenance and configuration)
- Software configuration (Mobisys)
- Basic troubleshooting with infrastructure servers, network, and telecom asset equipment
- Shop floor support (Tier 2)
- Shop floor equipment installation.
- Shop floor apps installation (part of the configuration too).
- Tablets installation, configuration and support
- Weekly tapes backup and restore (if needed).
- schedule preventive maintenance of manufacture devices

**o Continues Improvement**: Ensure at all times to prioritize the necessary interventions on production operations in order to reduce, or even proactively eliminate, downtime and loss of vehicles.
- Receipt/validate and maintain all assets appropriately within the AM database in order to constantly reflect the condition of the equipment under its immediate responsibility
- Collaborate with other IT functional towers to speed up incident or service delivery according to ticket priority in compliance with SLA.
- Periodically report progress and communicate or escalate any problem or risk requiring the immediate attention of the immediate supervisor. Report open tasks between shifts for Service continuity.
- Initiate, maintain and develop all work instructions essential to the good maintenance of the services offered.
- Participate in compliance with the QMS (Quality Management System) determined for their role in relation to the standard ISO9001: 2015.
- Comply with safety rules according to the function.
- Comply in time planned trainings related to Quality and Training.
- Identify and report any quality and compliance issues and support corrective actions.

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