Senior IS Analyst

hace 4 semanas

Ciudad de México, Ciudad de México F1605 Franklin Templeton Investment Services (Mexico), S de RL A tiempo completo
Job Summary

We are seeking a highly skilled Technical Support Analyst to join our IS Department at Franklin Templeton. As a key member of our team, you will provide technical support and customer service to internal clients, addressing their technical issues, requests, and support of the IT Infrastructure.

Key Responsibilities
  • Provide desktop support for Franklin Templeton employees, including addressing their technical issues, requests, and support of the IT Infrastructure.
  • Provide on-site technical support and customer service as well as remote user support; available to provide support outside business hours; may include occasional travel to other offices.
  • Accountability for addressing technical issues in a timely manner and providing concise and timely updates.
  • Address issues that arise within the local office and tickets for local and remote users routed from the service desk.
  • Coordinate, set up, and support technologies used in Conference Rooms.
  • Provide Audio Visual support for large internal and external meetings in the Office and external facilities.
  • Train users on new technologies in the space.
  • Provide support for trading and investment management technologies.
  • Provide education on information technology issues/services to employees enterprise-wide.
  • Develop, document, and implement standard operating procedures and customer service guidelines relating to remote and localized IT support.
  • Support and maintain effective relationships with users in their assigned areas, especially regarding operating systems, applications, mobile devices, new technologies and communications infrastructure.
  • Actively participate in team meetings.
  • Order and maintain inventory of IT assets.
  • Handle project work related to acquisitions and integration of companies.
  • Coordinate and support office moves, and user restacks.
  • Function as an active advocate for the customer within IT and with outside technical groups.
  • Escalate issues to the appropriate teams and drive to closure.
  • Manage the ticketing queues to ensure issues are prioritized and actioned.
  • Provide backup assistance to peers when needed.
  • Follow company guidelines, processes, and standards.
  • Assist in creation of technical documentation and manuals regarding standard operating procedures and customer service guidelines relating to remote and localized IT support.
  • Working knowledge of office automation products and computer peripherals, like printers and scanners.
  • Ability to perform remote troubleshooting and provide clear instructions.
  • Set up, maintain, and troubleshoot Microsoft Windows (Win 11 AND Office 2016) desktop, laptops, and notebook computers.
  • Basic knowledge of ADS, DNS, and DHCP configuration.
  • Handle asset and vendor management.
  • Basic LAN (Network) troubleshooting knowledge.
  • Outlook, MS Teams, and OneDrive configuration in end client.
  • Identify and escalate situations requiring urgent attention, redirecting problems to appropriate resources.
Requirements
  • Bachelor's or higher degree in computer science or related field.
  • Minimum of 5 years in a similar, fast-paced and dynamic environment in a desktop support role.
  • Excellent skills and abilities in organization, planning, multi-tasking, and flexibility.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and critical thinking skills.
  • Ability to actively participate as part of a team as well as work independently.
  • Strong service delivery and customer management skills for local and remote users.
  • Proficient in supporting Windows 10, Windows 11, Office 365, iOS, and Mobile Technologies.
  • Reliable transportation – mileage will be reimbursed when travel to a non-primary office is required.
  • Experience supporting multiple facets of the business in a corporate environment strongly preferred.
  • Experience using ServiceNow Ticketing system.
  • Domain understanding of the Financial Services, or other highly-regulated, industry.

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