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IT Support Specialist II

hace 2 meses


Guadalajara, Jalisco, México f5 A tiempo completo
Job Summary:

We are seeking a highly skilled and motivated IT Support Specialist II to join our team at F5. As a key member of our IT organization, you will be responsible for providing top-notch technical support to our employees and ensuring the smooth operation of our computer systems and networks.

Key Responsibilities:
  • Incident Management: Receive and triage network, system, and infrastructure-related incidents, perform troubleshooting, and communicate with staff to resolve issues.
  • Problem Solving: Analyze and resolve server hardware, software, and network connectivity/access problems reported by end users, ensuring root cause understanding and timely resolution.
  • Documentation and Communication: Maintain accurate and timely status information, record resolution summary information, and communicate effectively with stakeholders.
  • Collaboration and Teamwork: Work closely with other IT team members to address issues, ensure free flow of information, and engage assistance as needed.
  • Technical Support: Provide technical support for technology and application questions and problems, ensuring top-notch end-user experience.
  • Monitoring and Reporting: Monitor the SOC Service queue and mailbox, ensure all incidents and requests are resolved against SLAs, and route support issues to the correct issue owners.
Requirements:
  • Education: Associate degree in a related field (or equivalent experience) required.
  • Experience: 2-4 years of experience working in a technical support role.
  • Skills and Knowledge: Demonstrated familiarity with Windows and iOS/OSX operating systems, hardware/software, and TCP/IP LANs, as well as strong communication, problem-solving, and organizational skills.
Working Conditions:
  • Work Environment: Fast-paced team environment with a strong customer service orientation.
  • Physical Demands: Ability to read, write, and speak English, use a computer, and work in an open office environment.
Benefits:

We offer a competitive salary, a world-class benefits package, including 100% of the premium for employee medical, dental, and vision insurance, highly subsidized premiums for dependent coverage, 401K match, employee stock purchase plan, 18 days paid time off within the first year, and 9 paid holidays.