IT Support Specialist

hace 1 día

Guadalajara, Jalisco, México Quantum Storage Mexico S. De R.L. De C.V A tiempo completo

At Quantum Storage Mexico S. De R.L. De C.V, we're on a mission to deliver exceptional customer experiences through our cutting-edge IT solutions.

About the Role

We're seeking an experienced IT Support Specialist to join our team in Mexico. As a key member of our technical support department, you will be responsible for providing top-notch assistance to our customers, ensuring their technical issues are resolved promptly and efficiently.

Job Responsibilities

  • Diagnose and resolve complex technical hardware and software issues using available resources and tools.
  • Advise customers on the best course of action to resolve their technical concerns.
  • Follow standard help desk procedures to ensure seamless issue resolution.
  • Log all interactions with customers to track progress and identify areas for improvement.
  • Administer help desk software to streamline ticket management and escalation processes.
  • Follow up with customers to confirm complete resolution of issues and gather feedback.
  • Redirect problems to the correct resource or escalate situations requiring urgent attention.
  • Track and route problems and requests, documenting resolutions for future reference.
  • Inform management of recurring problems to inform strategic decision-making.
  • Stay current with system information, changes, and updates to maintain expertise.
  • Collaborate with colleagues to update training manuals for new and revised software and hardware.
  • Provide on-the-job training to computer users as needed.
  • Participate in rotating on-call schedules to ensure 24/7 technical support.

Requirements

  • Associate's degree or equivalent experience in Information Technology or a related field.
  • Certification in relevant technologies (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician).
  • Strong problem-solving and analytical skills to diagnose and resolve complex technical issues.
  • Excellent communication and customer service skills to interact effectively with customers.
  • Ability to prioritize and manage multiple tasks in a fast-paced environment.
  • 2+ years of prior phone-based IT support experience.
  • Familiarity with help desk ticketing software, including reviewing, assigning, and handling tickets.
  • Experience installing a wide variety of hardware and software.
  • Advanced knowledge of Microsoft Windows Operating Systems 10/11.
  • Knowledge of wired/wireless network connectivity, PC setup, configuration, and maintenance.
  • Prior experience with Active Directory maintenance, including password resetting and managing group membership.
  • Ability to multitask in a fast-paced team environment.

Salary

The estimated salary range for this position is $250,000 - $300,000 per annum, depending on experience and qualifications.

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