Senior Technical Support Specialist
hace 2 días
Hitachi Vantara Corporation
">About the Role:
">We are seeking a skilled Senior Technical Support Specialist to join our team in Mexico City, Mexico. This is an exciting opportunity for an experienced technical professional to work with our innovative solutions and provide top-notch support to internal employees.
">Job Summary:
">The successful candidate will be responsible for providing exceptional technical support and customer service to our end-users. This includes resolving complex technical issues, communicating effectively with stakeholders, and collaborating with various support teams to restore service.
">Key Responsibilities:
">- ">
- Ticket Resolution: Resolve tickets within scope of responsibilities according to defined procedures, ensuring timely resolution and high-quality service delivery.">
- Customer Communication: Communicate effectively with end-users at all stages of the incident management process, providing clear explanations and updates on ticket status.">
- Collaboration: Interact with multiple support teams to identify and resolve core problems, ensuring seamless service delivery.">
- Knowledge Management: Keep up-to-date knowledge on continuous enhancements to IT, tools, and processes within our internal knowledge base.">
- Leadership: Assist the Shift Leader in developing and implementing SLA performance improvement/enhancement plans, promoting a culture of excellence.">
- Relationship Building: Build trust and rapport with associates, ensuring they feel comfortable approaching the team for issue resolution.">
- Documentation: Document all pertinent user information, request/issue details, and troubleshooting steps taken in the ticketing tool.">
Requirements:
">To be successful in this role, you will need:
">- ">
- Education: Bachelor's Degree in Computer Science or related field.">
- Experience: 3-5 years of relevant work experience.">
- Technical Skills: Working knowledge of computer hardware and software, operating systems (Windows 10 and OS X), Active Directory, Office 365, Exchange Management Console, SCCM, MobileIron, Citrix XenDesktop, Cisco VPN/Remote Connectivity, and mobile device support (Android and iOS).">
- Soft Skills: Exceptional written and verbal communication skills, interpersonal skills, proven customer service skills, analytical and problem-solving abilities, and strong documentation skills.">
Benefits:
">We offer a competitive salary of $60,000 - $80,000 per annum, depending on experience. Additionally, we provide a comprehensive benefits package, including health insurance, retirement plan, and paid time off.
">What We Offer:
">As a Senior Technical Support Specialist at Hitachi Vantara Corporation, you will have the opportunity to work with a talented team, develop your technical skills, and contribute to the success of our organization. If you are a motivated and results-driven individual with a passion for technology, we encourage you to apply for this exciting opportunity.
">About Us:
">Hitachi Vantara Corporation is a global leader in innovative solutions, committed to creating value for our customers and stakeholders. Our company culture is founded on the values of the Hitachi Spirit: Wa (Harmony, Trust, Respect), Makoto (Sincerity, Fairness, Honesty, Integrity), and Kaitakusha-Seishin (Pioneering Spirit, Challenge).
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