Technical Support Expert

hace 1 mes


Guadalajara, Jalisco, México F5 A tiempo completo
About the Role

We are seeking a highly skilled Technical Support Expert to join our team at F5. This is an exciting opportunity for a motivated technologist with a broad skillset to deliver technical solutions in a fast-paced environment.

As a Technical Support Expert, you will problem-solve, repair relationships, and detail technical interactions related to Windows 10, macOS clients, and our infrastructure systems. You will provide accurate, satisfactory answers to customer queries and concerns, de-escalate situations involving dissatisfied customers, and guide callers through troubleshooting.

Main Responsibilities:

  • Take customer calls and provide excellent customer service
  • De-escalate situations involving dissatisfied customers
  • Guide callers through troubleshooting and navigating company resources
  • Provide IT Operational support by resolving incidents, requests, and problems associated with various IT systems
  • Interface with other Core Services teams to solve complex issues
  • Create / Maintain support solutions and documentation for the service desk
  • Ensure ongoing communications regarding system issues/activities with all stakeholders
  • Uphold F5's Business Code of Ethics and report violations or policy breaches

Requirements:

  • Associates Degree in computer science or related field OR equivalent work experience in a technical field related to Information Technology
  • Minimum of two (2) years as a Technology Support Specialist or equivalent
  • 3+ years of solid customer service experience
  • CompTIA (or similar) certifications are preferred
  • Microsoft certifications are preferred
  • KCS Practices certification is preferred

What We Offer:

  • An estimated salary of $85,000 per year, commensurate with experience
  • A comprehensive benefits package, including health insurance, retirement savings plan, and paid time off
  • The opportunity to work with a diverse and global community
  • Continuous learning and development opportunities


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