Desktop Support Specialist

hace 7 días

Tampico, Tamaulipas, México Cabot Corporation A tiempo completo
About the Role

We are seeking a highly motivated and technically adept Desktop Support Engineer to join our Digital Service Delivery Management team at Cabot's Altamira, Mexico facility.

Job Description

The ideal candidate will provide second-level IT technical support of desktops and IT equipment, diagnose and problem solve issues on a particular technology or local applications, resolve problems of medium complexity, and may assist with the coordination of regional activities and support Digital projects & Global initiatives.

This role will report directly to the North & South America Service Delivery Manager with a dotted line to the Facility Operations Manager.

Duties and Responsibilities
  • Provide second-level support directly to local users at business or manufacturing sites or to regional users remotely, ensuring smooth and timely attention and solution to user problems.
  • Handle a wide variety of service issues and consistently meet Service Level Agreements, communicating directly with customers via phone, e-mail, and remote diagnostics to identify, reproduce and resolve reported issues.
  • Provide new user induction training as part of the onboarding process and take care of hardware provisioning which includes the Digital Workplace.
  • Ensure and maintain sufficient computer equipment capacity (inventory) related to all client/servers, LAN, telecommunications, and other infrastructure equipment.
  • Perform physical asset audit to validate the data in the CMDB is accurate and current as requested, and maintain inventory for computers ready to deploy.
  • Execute established Digital procedures and guidelines, and may assist with drafting of new procedures as needed.
  • Maintain local vendor relations where applicable, including mobile service provider.
  • Assist with the creation of Knowledge Base articles to 'left shift' some of the local support to Service Desk or L2 Teams.
  • Execute wellness checks to the identified Cabot's location(s) as requested and approved by Cabot.
  • Regularly define and update the Site runbook to document the onsite activities / systems / Infrastructure.
  • C-coordinate IMAC-D service requests with Service Desk and all other necessary service providers, Third-Party and Cabot support organizations to resolution and closure.
  • Provide level 3 support and problem resolution for printing issues at site level, and smart hands support for third party provider managed devices.
  • May administer and support telephone systems, including moves, changes, and configurations, depending on location.
Requirements
  • 5+ years of 2nd-level desktop support experience required.
  • High School Graduation is required.
  • Technical Certifications preferred:
  • A+ certification.
  • Hardware / OEM warranty certifications.
  • Microsoft certifications.
Skills and Qualifications
  • Troubleshooting and diagnosis skills; ability to use Root Cause Analysis techniques to trace problems to their source and find solutions.
  • Knowledge on ITIL Processes.
  • Knowledge on ticketing and monitoring tools (preferably ServiceNow or similar tool).
  • Interpersonal and customer service skills. Ability to maintain positive relationships and work collaboratively with others, including cross-functional staff.
Compensation

We offer a competitive salary range of $60,000-$80,000 per year, depending on experience, plus benefits and vacation time.

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