IT Support Specialist
hace 1 mes
A global manufacturing company in Mexico is looking for a highly skilled IT Support Specialist.
About the JobOur team provides top-notch support to ensure the availability of our IT services.
Your Key Responsibilities:
- Respond to incoming service requests and resolve issues efficiently.
- Diagnose and troubleshoot problems using knowledge bases and developed expertise.
- Transfer unresolved tickets to higher-level teams or escalate to senior specialists when necessary.
- Accurately document user issues and assign them to relevant teams for execution.
- Manage access permissions and other service requests until completion.
- Identify knowledge base opportunities and contribute to expanding our resource library.
- Support users with advanced knowledge to resolve complex issues, particularly in areas like SAP, Microsoft Office, VPN, Exchange, Cisco Collaboration Platform, and Mobile Devices.
- Analyze tickets (second level), gather information from end-users, and provide solutions, including documentation in our knowledge base.
- Handle non-standard service requests at an expert level.
- Evaluate ticket quality and completeness.
Your Ideal Profile:
- Bachelor's degree in Information Systems Management or a related field.
- At least 2 years of prior Helpdesk experience.
- PREFERRED: ITIL Foundation Certification.
- Excellent communication skills in English (both written and verbal).
What We Offer:
We are committed to your growth and development, offering opportunities for further education and intercultural exchange.
The estimated salary for this position is approximately $25,000 - $35,000 per year, depending on qualifications and location.
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