Technical Support Specialist

hace 4 semanas

Ciudad de México, Ciudad de México Refinitiv A tiempo completo
About the Role: We're looking for a talented Technical Support Specialist to join our operational support team. As an Associate System Engineer, you'll play a key role in mitigating the customer impact of issues, initiating action to determine root causes, and implementing problem resolution. Your responsibilities will include analyzing customer problems of low complexity, assessing the scope of impact, and mitigating customer impact of issues and executing workarounds. You'll also implement problem resolution as identified in documented solutions, engage others as appropriate, and escalate as required. Additionally, you'll provide advice or training to users about the application systems' functionality, correct operation or constraints, and correct user faults. You'll proactively monitor production and nonproduction environments and/or applications, conduct root cause analysis and correlation of other system and/or application problems of low complexity, and work on smaller, minimally complex projects/issues that require a singular area of expertise. You'll participate in project planning sessions with team members and manage multiple and sometimes competing priorities with guidance. You'll also aid the preparation of status updates for customer problems or projects, regularly communicate and share knowledge with the rest of the team, and perform actions aligned with defined standards. Furthermore, you'll make general or site-specific modifications, update system documentation, manipulate data, and define enhancements. You'll provide input for technical plans and solutions. You're a fit for the role if your background includes a Bachelor's degree or equivalent, 1 year of experience supporting IT infrastructure, Application & Cloud Services, and 1 year of mandatory NOC experience in a similar environment would be an added advantage. You'll have excellent understanding of ITIL process with appropriate fundamental accreditation, excellent communication skills, verbal and written, and strong collaboration skills.

About You: You're a fit for the role if your background includes a Bachelor's degree or equivalent, 1 year of experience supporting IT infrastructure, Application & Cloud Services, and 1 year of mandatory NOC experience in a similar environment would be an added advantage. You'll have excellent understanding of ITIL process with appropriate fundamental accreditation, excellent communication skills, verbal and written, and strong collaboration skills.

What's in it For You?

  • Hybrid Work Model: We've adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.
  • Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
  • Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: company-wide Mental Health Day Off; Headspace app subscription; and employee incentive programs; resources for mental, physical, and financial wellbeing.
  • Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.
  • Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
  • Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency.

    Accessibility: As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace. We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

    Location: CDMX

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