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Senior Technical Support Specialist

hace 2 meses

Monterrey, Nuevo León, México Dyopath A tiempo completo

About Us
DYOPATH, a leading Managed Service Provider (MSP), empowers organizations by delivering trusted IT solutions. Our core values foster a culture that promotes accountability, excellence, exceptional customer service, and sustainability. Our team is passionate, fun, creative, and courageous in communications.

Job Summary
We are seeking a skilled Sr. Service Desk Analyst to join our team. As a key member of our support team, you will provide end-user technical support, troubleshooting, and tuning for end-user hardware and systems, peripheral hardware, and initial triage for client network environments.

Essential Job Duties
- Perform end-user technical support, troubleshooting, and tuning for end-user hardware and systems, peripheral hardware, and initial triage for client network environments.
- Coordinate with multiple support teams and vendors if escalation is necessary to achieve resolution.
- Supports the team process and participates on cross-functional teams.
- Understand and implement security best practices and work with security specialists to minimize vulnerabilities.
- Respond to network and server alerts to ensure maximum uptime of identified devices.
- Understand and comply with all contractual SLAs, policies, and procedures.
- Exercises discretion and independent judgment when dealing with client requests, incidents, and feedback.
- Build credibility and trust with client customers and departments by providing solutions to inquiries and problems.