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IT Support Specialist III

hace 2 meses

Guadalajara, Jalisco, México F5 A tiempo completo

About the Role:

The Desktop Support Specialist III will be responsible for receiving and triaging network, system, and infrastructure-related incidents, performing troubleshooting, and communicating with staff to track problems through resolution. This role will also involve escalating incidents to CEDI staff beyond their scope of resolution.

Key Responsibilities:

  • Provide timely analysis and resolution of server hardware, software, and network connectivity/access problems reported by end-users.
  • Utilize defined processes and procedures to ensure consistent, timely, and reliable end-user support, as well as adequate system security and asset tracking.
  • Maintain accurate and timely status information, recording sufficient resolution summary information when closing or escalating tickets.
  • Work closely with other members of the IT organization to address issues and ensure the free flow of information.
  • Provide top-notch end-user support for technology and application questions and problems.
  • Coach, train, and guide junior support team members as required, and handle complex issues that they escalate.
  • Monitor the SOC Service queue and mailbox.
  • Ensure all incidents and requests are resolved against SLAs.
  • Route support issues to the correct issue owners via call tracking software.
  • Classify enhancements and defects.
  • Network and System Monitoring – Receive, triage, and escalate alerts.
  • Incident Response – Tier 1 response, resolution, and escalation to incidents/requests entering the CEDI ticket stream.
  • Communications Management – Handle communications for critical incidents and scheduled maintenance.
  • Reporting – Perform incident management where multiple incidents are reported or discovered.

Requirements:

  • Solid communication, problem-solving, planning, documentation, and organization skills.
  • Working ability to multi-task and prioritize.
  • Good business knowledge of the end-to-end business processes in the functional area assigned.
  • Working ability to work independently, as well as collaboratively, within a team.
  • Strong communication skills.
  • General organization and problem-solving skills required.
  • Server hardware and software technical knowledge and ability to continuously learn while operating in a fast-paced, demanding environment.
  • Must be able to maintain a high level of confidentiality due to issues of security.
  • Deliver and demonstrate a strong level of customer service.
  • Handle obstacles and difficulty with basic diplomacy and tact.
  • Demonstrated in-depth familiarity with Windows operating systems, Server hardware/software, and TCP/IP LANs.
  • Demonstrated operational familiarity with iOS and OSX.
  • Create Knowable base articles for new functionality or for daily procedures.
  • Familiar with Linux/Unix, Gitlab, Jira, and Azure.
  • Experience with automation/configuration management.
  • Practical experience in automation with Python/Shell scripting.
  • Working knowledge of virtual machine and container technology.
  • Have knowledge of Web, network, Storage, and Compute technologies and how they are evolving.
  • Working experience of testing automation.
  • Willing to work during weekends.

Qualifications:

  • Associate degree in a related field (or equivalent experience) required.
  • 4-6 years experience working in a technical support role.
  • Demonstrated familiarity with Windows and iOS/OSX operating systems, hardware/software, and TCP/IP LANs.
  • A+ (or similar) certification is a plus.

Physical Demands and Work Environment:

  • Ability to read, write, and speak English.
  • Use a copier, phone, fax, and personal computer.
  • Ability to lift up to 50 lbs.
  • Fast-paced team environment.
  • Strong customer service orientation.
  • Open to ongoing change.
  • Extensive computer and phone use.
  • Email intensive culture.
  • Open office environment.
  • Required to work in the office, with availability to flexible and remote work optionally.

Benefits:

We provide competitive salaries, 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 1st year, and 9 paid holidays.