Technical Support Specialist

hace 1 semana


Xico, México Syntax Systems Ltd. A tiempo completo

**Job Summary**

We are seeking a highly skilled Technical Support Specialist to join our team at Syntax Systems Ltd. as an IT Service Desk Agent. As a Customer Support Technician, you will be the primary point of contact for all Syntax Customers, providing timely and effective support to resolve their technical issues.

**Key Responsibilities**

• Troubleshoot and resolve technical issues related to Microsoft Windows, Microsoft Office, Active Directory, User Administration, Remote Support, SAP Printers, General client/PC support, backlog tickets, Print support, Local Network Support, Microsoft Teams, Mobile Device Management, Intune, VPN, SharePoint, Exchange, Citrix, SAP Account Administration, ServiceNow, Azure Virtual Desktop, and Office 365.

• Prioritize and escalate incidents according to the global incident management process, ensuring critical and high-priority issues are addressed promptly.

• Develop and implement preventive concepts to avoid and resolve various manage service desk issues, collaborate with colleagues to address knowledge gaps and handovers.

• Monitor components and services using monitoring tools, ensuring optimal system performance.

• Create, manage, update, and utilize Work Instructions (WI), knowledge base entries, How-To work instructions, and other documentation to resolve customer issues.

• Maintain a high level of customer satisfaction and ensure the acceptable level of score for the monthly CSC Score Card.

• Perform various duties as deemed necessary by the Team Lead and Manager.

• Resolve incidents that can be resolved at the service desk level.

**Reporting and Collaboration**

• Reports to the Service Desk Team Leader.

• Collaborates with Quality Specialist, Service Desk Team Leader, Service Desk Manager, Customer Service Desk Management, Service Desk Co-Workers, and Delivery Units.



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