IT Service Operations Specialist

hace 16 horas


Puebla, Puebla, México BENTELER A tiempo completo

About the Role

We are seeking an IT Service Operation Specialist to join our team at BENTELER Automotive. As a key member of our IT department, you will be responsible for administering and monitoring IT KPIs, analyzing and solving incidents, and providing documentation to our Service Desk.

Key Responsibilities

  • Administer and monitor IT KPIs to ensure optimal service delivery
  • Analyze and solve incidents not solvable on the 1st level, escalating to 3rd level or Local IT as needed
  • Handle requests and incidents according to agreed processes and time frames
  • Cooperate with other teams and departments to solve requests and incidents remotely
  • Install and administer available systems to end users
  • Provide documentation to the Service Desk regarding market specifics
  • Maintain and extend knowledge database for both IT and End Users
  • Identify new tasks for the Service Desk and propose ideas to improve procedures and processes
  • Take over operational tasks from 3rd level related to IT Operations
  • Prepare KPIs for the IT Shared Services Center Manager regarding services given in IT Operations
  • Monitor critical IT services/assets and respond quickly to failures

Requirements

  • Bachelor's Degree in Computer Science, MIS, or equivalent
  • 2-3 years of experience in support, maintenance, and network administration
  • WAN/LAN Networking (Cisco CCNA or equivalent) (Desirable)
  • Windows server, Active Directory
  • Knowledge of Clients, Network & Server Infrastructure
  • TCP IP protocols
  • Advanced knowledge/experience of peripherals, hardware, and networking
  • Knowledge of global, regional, and local IT landscape
  • Fluent English language/Excellent communication skills
  • Portuguese language (Desired)
  • Teamwork/Ability to work in a remote team
  • Excellent problem-solving skills
  • Customer Orientation
  • Analytical thinking
  • Detail orientation
  • Facilitation skills: ability to provide trainings and document processes/procedures

About BENTELER

BENTELER is an international corporation with around 23,000 colleagues in nearly 26 countries. Our BENTELER Automotive division provides intelligent solutions for the automotive world, setting new standards with products, materials, and technologies. We're constantly inventing and making it happen.


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