Technical Support Specialist

hace 3 semanas


Juárez, Chihuahua, México Cognizant A tiempo completo
Job Title: IT Technical Support Onsite

We are seeking an exceptional individual to support one of our clients as an IT Technical Support Onsite.

About the Role:
  • This position is based in Juarez and involves working with our client's IT systems.
  • Key objectives include adhering to defined SLAs and KPIs, handling service requests, categorizing and resolving IT incidents, and managing access requests.
Responsibilities:
  • Event detection, Categorization, responding and closure.
  • Service Request Handling.
  • IT Incident categorization, initial triage, escalation, and resolution (within scope) as per the SOPs/runbook.
  • Access Request handling.
  • Delivery Assurance: Adhere to defined support and quality processes as per the floor management guidelines, Run books & SOPs.
  • Delivery Excellence: Focus on enabling quality deliverables and enhancing customer satisfaction.
  • Contribution to knowledge management process by updating/creating the knowledge articles.
  • Contribute to and participate proactively in knowledge sharing sessions.
  • Act as a buddy for new hires.
Requirements:
  • 1+ year like bilingual Service desk or Tech Support experience.
  • Knowledge using a ticketing system.
  • Advanced Troubleshooting / Problem Solving capabilities for AV devices (projectors, microphones, speakers, amplifiers, cameras, and displays).
  • Advanced Troubleshooting / Problem Solving capabilities to narrow down root cause of incident reported by end users for IT devices and mobility support/management.
  • Good Knowledge and experience in managing Power Shut Down maintenance activities which includes shutting down network devices and servers in Data Center.
  • Manage IT Asset lifecycle management for the location/region including, asset collection coordination with vendor, secure storage, labelling, imaging, allocation, recovery, hygiene validation, disposal, and system updates.
  • English fluency.
Compensation Package:

The salary for this role is estimated to be between $60,000 - $80,000 per annum.

What We Offer:
  • A highly competitive compensation package.
  • Opportunities for career growth and development.
  • Ongoing support and funding for training and development plans.
  • The opportunity to work with leading global companies.


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