Technical Support Specialist
hace 3 semanas
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.
- 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.
- 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.
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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