IT Support Specialist

hace 2 semanas


Xico, México Workbox A tiempo completo

**Important IT Consulting Company Seeks**

 

We are seeking a skilled Technical Services Representative to join our team at Workbox in Bosque de las Lomas, Mexico City. As a key member of our technical support team, you will be responsible for providing first-level technical assistance to our global users, ensuring they receive timely and effective support.

 

**Job Requirements**

  • Bachelor's degree in Systems, Computer Science, or a related field
  • Minimum of 3 years of experience in technical support and customer service
  • Knowledge of ITIL methodologies
  • Experience with ticket management systems, preferably ServiceNow
  • Advanced knowledge of G Suite, Microsoft Office, and Power BI
  • Familiarity with ERP systems (Navision and SAP preferred)
  • Skills in infrastructure, Citrix, VPN, and Microsoft 365
  • Excellent communication skills and customer orientation
  • Ability to work under pressure and solve problems effectively
  • Intermediate to advanced English (minimum B2 level required)

 

**Key Responsibilities**

  • Provide first-level technical support to global users, managing tickets according to established priorities and procedures
  • Assist users with technical issues related to hardware, software, communication lines, access, and passwords
  • Properly escalate unresolved issues from the first contact to the corresponding team and follow up until resolution
  • Generate and maintain an updated knowledge base with solutions to recurring problems to facilitate self-help
  • Create and implement performance indicators using tools like Power BI to improve ticket management
  • Deliver quality service, exceeding customer expectations through clear and constant communication about the status of their requests
  • Handle complaints and complex situations with empathy, seeking effective solutions
  • Participate in the training and onboarding of new support team members

 

**Compensation and Benefits**

Our offer includes a competitive salary of $20,000 per month, plus legal benefits. You will also have opportunities for growth and professional development within our company.


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