IT Support Specialist

hace 2 meses


Monterrey, Nuevo León, México Optimas Solutions A tiempo completo

Job Title: Service Desk Agent - Level 2

About the Role:

We are seeking a highly skilled IT Support Specialist - Level 2 to join our IT support team. As a Level 2 Service Desk Agent, you will be responsible for resolving complex technical issues that require a deeper understanding of IT systems and infrastructure.

Main Responsibilities:

  • User Support:
    • Provide advanced technical assistance and issue resolution to end-users.
    • Collaborate with Level 1 agents to address more complex user problems.
  • Ticket Management:
    • Assist in the management of service tickets, ensuring that Level 2 issues are addressed in accordance with service level agreements (SLAs).
    • Evaluate and prioritize incidents based on the impact and urgency of the issue.
  • Technical Troubleshooting:
    • Conduct in-depth technical analysis to identify the root causes of complex technical issues.
    • Troubleshoot and resolve problems related to hardware, software, network, and system configurations.
    • Collaborate with other IT teams and specialists to resolve complex issues.
  • Software and Hardware Support:
    • Assist with the installation, configuration, and maintenance of hardware and software, including user workstations and servers.
  • Incident Resolution:
    • Take ownership of Level 2 incidents and work to resolve them efficiently while keeping stakeholders informed of progress.
    • Document all troubleshooting steps, resolutions, and lessons learned for future reference.
  • Knowledge Sharing:
    • Act as a knowledge resource for Level 1 agents, providing guidance and training to help them enhance their technical skills.
    • Contribute to the development and maintenance of knowledge base articles and documentation.
  • Project Support:
    • Collaborate on IT projects, including system upgrades, migrations, and deployments.
    • Assist in planning, testing, and implementation of technical solutions.
  • Continuous Improvement:
    • Identify recurring issues and suggest improvements to prevent future incidents.
    • Stay up-to-date with industry trends and best practices to enhance the IT service desk's capabilities.

Qualifications:

  • Bachelor's degree in a related field (preferred).
  • Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional).
  • 3 years of experience in a Level 1 service desk role, with a proven track record of handling Level 2 incidents.
  • Strong problem-solving skills, analytical thinking, and the ability to work independently.
  • Excellent communication skills, both written and verbal.
  • A commitment to delivering exceptional customer service.

About Us:

Optimas OE Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, or genetics.

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