Support Center Technical Specialist

hace 2 semanas


San Pedro Garza García, Nuevo León, México Innova Solutions A tiempo completo

Job Title: Support Center Technical Specialist

Description: We are looking for a highly motivated technical professional to join our Support Center team as a Technical Support Center Analyst. The ideal candidate will have a strong background in production support, including defect analysis, triage, and resolution, as well as experience with release testing and configuration management.

Key Responsibilities:

  • Handle escalations as needed, including internal and external issues.
  • Collaborate with the Support Manager to improve ticket data quality.
  • Work the outstanding ticket queue with an emphasis on more difficult tickets or ticket escalations.
  • Lead the Incident Responses process as requested.
  • Support release testing and propose Support process and method improvements.
  • Provide on-call/off-hour support.

Requirements:

  • Bachelor's degree in IT or a related field, plus four years' related technical experience or an equivalent combination of education and experience.
  • Extensive experience with Windows operating system and Microsoft Office.
  • Must have extensive experience installing and configuring PCs and software.
  • Extensive experience troubleshooting hardware and software issues.
  • Experience managing wireless telecom, including plan, device support, device selection, and MDM.
  • Good working knowledge of various software products used by the Support Center.

Preferred Qualifications:

  • A+, MCSE, CSS, and/or HDA certification preferred.
  • Experience with Logistics systems and business processes or compensating exceptional technical skills and experience.
  • Preferred experience with patch management and configuration management software.

Pay Range: $352,000 - $414,500 Per Year

Benefits: Innova Solutions offers benefits (based on eligibility) that include medical & pharmacy coverage, dental/vision insurance, 401(k), health saving account (HSA) and flexible spending account (FSA), life insurance, pet insurance, short term and long term disability, accident & critical illness coverage, pre-paid legal & ID theft protection, sick time, and other types of paid leaves (as required by law), employee assistance program (EAP).



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