Mid-Level Support Center Analyst

hace 17 horas


San Pedro Garza García, Nuevo León, México Innova Solutions A tiempo completo

Job Summary

Innova Solutions is seeking a highly motivated and experienced Mid-Level Support Center Analyst to join our team. As a key member of our support center, you will be responsible for providing top-notch technical support to our customers.

Key Responsibilities:

  • Handle Escalations: You will be responsible for handling escalations from internal and external customers, including troubleshooting and resolving complex technical issues.
  • Collaborate with Support Manager: You will work closely with the Support Manager to improve ticket data quality and develop processes to enhance customer satisfaction.
  • Lead Incident Responses: You will lead the incident response process, ensuring timely and effective resolution of critical issues.
  • Support Release Testing: You will assist in release testing, ensuring that new software and hardware meet our high standards.
  • Propose Process Improvements: You will identify areas for process improvement and propose changes to enhance efficiency and effectiveness.

Requirements:

  • Education: Bachelor's degree in IT or related field, or equivalent combination of education and experience.
  • Experience: At least four years of experience in technical support, with a strong background in Windows operating system and Microsoft Office.
  • Skills: Extensive experience installing and configuring PCs and software, troubleshooting hardware and software issues, and managing wireless telecom.
  • Certifications: A+, MCSE, CSS, and/or HDA certification preferred.

Benefits:

  • Medical and Pharmacy Coverage: Comprehensive medical and pharmacy coverage for you and your family.
  • Dental and Vision Insurance: Coverage for dental and vision care.
  • 401(k) Plan: Employer-matched 401(k) plan for retirement savings.
  • Health Savings Account (HSA): Tax-advantaged HSA for medical expenses.
  • Flexible Spending Account (FSA): Tax-free FSA for medical and dependent care expenses.
  • Life Insurance: Basic life insurance coverage.
  • Pet Insurance: Optional pet insurance coverage.
  • Short-Term and Long-Term Disability: Coverage for short-term and long-term disability.
  • Accident and Critical Illness: Optional coverage for accidental injuries and critical illnesses.
  • Pre-Paid Legal and ID Theft Protection: Optional coverage for pre-paid legal services and ID theft protection.
  • Sick Time and Paid Leaves: Accrued sick time and paid leaves as required by law.
  • Employee Assistance Program (EAP): Confidential counseling services for employees and their families.


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