Desktop Support Specialist

hace 4 semanas


Silao, Guanajuato, México Sybex Support Services Inc. A tiempo completo
Job Summary

We are seeking a highly skilled Desktop Support Specialist to join our team at Sybex Support Services Inc. The ideal candidate will have a strong background in troubleshooting and problem resolution for all EUC devices and basic network devices.

The successful candidate will possess excellent customer service and communication skills, with the ability to work in a fast-paced environment and provide VIP support to clients.

Responsibilities will include analyzing and investigating skills, with a structured approach to problem-solving, providing end-user training on new installations, and monitoring and tracking incidents and trouble calls in a ticketing system.

The ideal candidate will have experience in working with a helpdesk operation, including Windows and Mac clients, and be skilled in documenting written troubleshooting steps and instructions.

Additional requirements include a commercial experience in an IT support technician role, with 1+ years of technical support experience in a hybrid Windows and MAC environment, and a proven attention to detail and high standards for quality.

Key Responsibilities:

  • Analyzing and investigating skills, with a structured approach to problem-solving
  • Providing end-user training on new installations
  • Monitoring and tracking incidents and trouble calls in a ticketing system
  • Resolving escalations from the IT Service Desk
  • Planning, creating, and deploying security and device management policies
  • Setting up / configuring PCs for employees
  • Base image installation: PC configuration process
  • Warranty repair
  • Logging an incident with hardware vendor
  • Requesting replacement components
  • Coordinating support to come onsite to repair equipment
  • Maintaining closet inventory and inventory accuracy
  • Working with other IT teams to provide resolution for customers as required
  • Service Requests including picking up surrendered hardware and processing reassigns (PC Reimage)
  • Delivery and/or shipment of PC and peripheral orders

Requirements:

  • Excellent written and verbal communication and customer service skills
  • Commercial experience in an IT support technician role
  • 1+ years of technical support experience in a hybrid Windows and MAC environment
  • Experience in working with a helpdesk operation, including Windows and Mac clients
  • Self-starter that is able to collaborate actively with others in a cross-functional team
  • Proven attention to detail and high standards for quality
  • Excellent organizational/administrative/technical skills
  • Skilled in documenting written troubleshooting steps and instructions

Desired Requirements:

  • BA or equivalent job-related experience
  • ITIL v3 foundation qualification
  • MCP/MCSA
  • Experience to act as a primary resource

Job Types: Full-time, Contract

Contract length: 12 months

Salary: $30,000.00 per month

Work Location: In person



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