Senior Support Center Specialist

hace 2 meses


San Pedro Garza García, Nuevo León, México MassGenics A tiempo completo
Position Overview:
MassGenics is actively seeking a Senior Support Center Analyst to enhance our technical support team.

Position Type: Permanent
Location: Remote

Key Responsibilities:
As a Senior Support Center Analyst, your role will encompass:
  • Managing escalations from both internal teams and external clients.
  • Transferring knowledge regarding changes from new projects to the support team to ensure effective management of the enhanced infrastructure.
  • Collaborating with the Support Manager to enhance the quality of ticket data.
  • Addressing the outstanding ticket queue, focusing on complex issues and escalated tickets.
  • Leading the Incident Response process as required.
  • Providing support for release testing initiatives.
  • Recommending improvements to support processes and methodologies.
  • Offering on-call and off-hour support as necessary.
Required Qualifications:
  • Bachelor's degree in Information Technology or a related field, coupled with four years of relevant technical or business experience.
  • A minimum of four years' experience with the Windows operating system and Microsoft Office suite.
  • Proven expertise in installing and configuring PCs and software.
  • Strong troubleshooting skills for hardware and software issues.
  • Experience in managing wireless telecommunications, including planning and device support.
  • Familiarity with various software products utilized by the support center.
Preferred Qualifications:
  • Certifications such as A+, MCSE, CSS, and/or HDA.
  • Experience with logistics systems and business processes.
  • Knowledge of patch management and configuration management software.
Compensation and Benefits:
Pay Range: Competitive salary based on experience and qualifications.
Benefits: MassGenics offers a comprehensive benefits package, including medical and pharmacy coverage, dental and vision insurance, 401(k) plans, health savings accounts, life insurance, and various paid leave options.

About MassGenics:
MassGenics is dedicated to providing innovative solutions and exceptional service to our clients. We pride ourselves on fostering a diverse and inclusive work environment where all employees can thrive.

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