IT Support Specialist

hace 6 días

Guadalajara, Jalisco, México Baxter A tiempo completo

Vantive: A New Company Built On Our Legacy

Baxter is on a journey to separate our ~$5B Kidney Care segment into a standalone company. Vantive* will build on our nearly 70-year legacy in acute therapies and home and in-center dialysis to provide best-in-class care to the people we serve. We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us.

At Vantive, you will become part of a community of people who are focused, courageous and don't settle for the mediocre. Each of us are driven to help improve patients' lives worldwide. Join us as we revolutionize kidney care and other vital organ support.

*Completion of the proposed separation of Kidney Care from Baxter into a standalone company (to be named Vantive) remains subject to the satisfaction of customary conditions.

Your role at Baxter

Key Responsibilities

Ensure comprehensive documentation of all service requests with detailed resolutions or workarounds, and investigate thorough solutions for recurring issues. Conduct regular proactive IT support assessments to engage with users, identify potential IT challenges, and provide immediate troubleshooting, enhancing overall user satisfaction with IT services. Develop and maintain knowledge-based articles for complex issues and user-related troubleshooting. Oversee the installation, monitoring, and maintenance of all provided hardware, software, mobile devices, and peripherals for end-users. Provide management reports on projects, accomplishments, and IT support activities on a regular basis. Ensure smooth operations and support for local applications with vendor assistance. Aid with application hardware, peripherals, and other utilities for high availability. Collaborate with local management on IT budget, procurement, and audits. Facilitate IT induction for new employees and ensure IT asset availability on joining date. Manage IT asset recovery from departing employees. Contribute to the development and refinement of technology guidelines, policies, and procedures. Support and engage with customer support frequently to provide status on specific ticket escalations, updates on special projects, and meet any ad hoc user requests. Attend regular operations meetings to provide key stakeholders with project updates, ticket updates, issues, and concerns. Monitor the performance of all end-user service level agreements (SLAs) and key performance indicators (KPIs) daily for technicians, identifying trends and implementing corrective actions when SLAs are at risk. Conduct monthly audits on regional support teams, ensuring tickets are routed correctly and addressed in a timely manner. Provide detailed reporting on tickets to key stakeholders on a weekly basis. Review service delivery processes and procedures, recommending enhancements to customer service and IT process support, researching, and suggesting new technologies and procedures. Collaborate with other organizational entities (e.g., service desk, AV, Mobility) and external vendors to resolve issues on behalf of users.

Qualifications

Bachelor's degree in computer science or a related field with relevant experience required, including 3+ years in an IT support role. Ability to work effectively in a global team environment. Ability to work independently, under minimal direct supervision. Strong analytical, communication, interpersonal, and organizational skills required. Creativity in addressing technical challenges.

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