Technical Support

hace 4 días

Ciudad de México, Ciudad de México Teva A tiempo completo

We Are Teva 

We're Teva, a leading innovative biopharmaceutical company, enabled by a world-class generics business. Whether it's innovating in the fields of neuroscience and immunology or delivering high-quality medicine worldwide, we're dedicated to addressing patients' needs now and in the future. Here, you will be part of a high-performing, inclusive culture that values fresh thinking and collaboration. You'll have the room to grow, the flexibility to balance life with work, and the opportunity to better health worldwide, together.

How We'll Take Care of You  At Teva, better health starts from within, and that includes you. From day one, you'll be supported with benefits designed to help you thrive in and out of work. This includes generous annual leave, reward plans, flexible working schedules (dependent on role), access to tailored health support, and meaningful ways to give back to the community. 
 
When it comes to your career, you'll be encouraged to explore, evolve, and shape your path. Twist, our one-stop shop for career development platform, gives you access to a wide range of possibilities, from learning programs and short-term projects to opportunities for internal growth. Here, you'll be part of a culture that empowers you to reach your goals and prioritize your wellbeing every step of the way.  The opportunity

IT Services and Support is looking for experienced Technical Service Representatives, Global Workplace Support Services to be part of the IT service desk team providing L1 support across Teva. An ideal candidate will bring a combination of hands-on technical and good communication capabilities

How you'll spend your day
  • Advise and guide end users regarding the use of a broad range of products, tools and services within the IT domain
  • Follow a standard call flow and service request / incident handling processes: Verify entitlement, perform troubleshooting and problem determination. Resolve and close the ticket or route the ticket to the appropriate resolver team.
  • Use technical resources and tools, answer end users' queries.
  • Utilize their product, technology, services skills to identify issues which may be related to products' installation, updates, configuration, operation or performance.
Your experience and qualifications


•    English – reading, writing, speaking 

•    Bachelor's in computer science, Engineering, or related discipline with an IT certificate / diploma is preferred

•    1 to 3 years' experience as a technical service desk agent

•    Worked as part of 7/24/365 global operations teams

•    Excellent logical reasoning, troubleshooting and problem determination skills 

•    Knowledge and experience with Remote takeover tools
•    Understanding of ITIL (IT Infrastructure Library)

•    Experience with ServiceNow or similar Incident Management Tool

•    Knowledge on handling Service Requests and Incidents

•    Knowledge on Email tools like MS-Outlook and MS-Exchange

•    Knowledge on Networking (VPN/Connectivity Issues), Internet Security,

•    Knowledge on Windows, Mac O/s (Basics), Android, iOS

•    Knowledge on instant messaging tools like MS-Teams

•    Working knowledge on O365

•    Experience with working in a pharma / Biotech / GxP environment is preferred

Reports To

First Line Manager

Already Working @TEVA?

If you are a current Teva employee, please apply using the internal career site available on "Employee Central". By doing so, your application will be treated with priority. You will also be able to see opportunities that are open exclusively to Teva employees. Use the following link to search and apply: Internal Career Site

The internal career site is available from your home network as well. If you have trouble accessing your EC account, please contact your local HR/IT partner.

Teva's Equal Employment Opportunity Commitment Teva Pharmaceuticals is committed to equal opportunity in employment. It is Teva's global policy that equal employment opportunity be provided without regard to age, race, creed, color, religion, sex, disability, pregnancy, medical condition, sexual orientation, gender identity or expression, ancestry, veteran status, national or ethnic origin or any other legally recognized status entitled to protection under applicable laws. We are committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations needed to support you throughout the recruitment and selection process. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.

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