Technical Support Specialist

hace 6 días


San Pedro Garza García, Nuevo León, México MassGenics A tiempo completo
About the Role

We are seeking a highly motivated Senior-Level Support Center Analyst to join our team.

As a Senior-Level Support Center Analyst, you will be responsible for handling escalations, collaborating with the Support Manager to improve ticket data quality, and working on outstanding ticket queues.

  • Handle escalations as needed, including both internal and external.
  • Collaborate with the Support Manager to improve ticket data quality.
  • Work on outstanding ticket queues with an emphasis on more difficult tickets or ticket escalations.
  • Lead the Incident Response process, as requested.
  • Support release testing.
  • Propose Support process and method improvements.
  • Provide on-call/off-hour support.

Requirements

  • Bachelor's degree, preferably in IT, plus four years' related technical or business experience.
  • At least four years' experience with Windows operating system and Microsoft Office.
  • Extensive experience with Windows operating system and Microsoft Office.
  • Must have extensive experience installing and configuring PC's and software.
  • Extensive experience troubleshooting hardware and software issues.
  • Experience managing wireless telecom, including plan, device support, device selection, and MDM.
  • Must have a good working knowledge of various software products used by the Support Center.


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