IT Operations Specialist
hace 2 días
We are seeking a highly skilled IT Operations Specialist to join our team in Hermosillo, Mexico. As a key member of our IT department, you will be responsible for ensuring the availability and reliability of our IT services.
Your Key Responsibilities:
- Respond to incoming service requests and resolve issues in a timely and efficient manner
- Diagnose and troubleshoot technical issues using developed knowledge and knowledge base
- Transfer unresolved tickets to higher levels of support as needed
- Accurately record issues in our ITSM ticketing tool and assign to the appropriate team for execution
- Handle user access permission requests and other service requests until execution
- Identify opportunities for knowledge base articles and support users with extended knowledge to resolve tickets
- Perform second-level ticket analysis and communicate solution descriptions or knowledge base articles
- Determine the quality and completeness of transferred tickets
Requirements:
- Bachelor's degree in Information Systems Management or related field
- 2+ years of prior helpdesk experience
- Preferred ITIL Foundation Certification
- Excellent communication skills in English (written and verbal)
About Us:
We are a global manufacturing company committed to innovation, intercultural exchange, and further development. We offer a dynamic and supportive work environment that fosters growth and collaboration.
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