Service Desk Tech Iii

hace 4 días

Ciudad de México Compucom A tiempo completo

**Why Compucom?**
Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It

***:
As a Service Desk Tech III, you embody technical excellence and leadership in resolving intricate IT issues. Your role extends beyond direct problem-solving, encompassing mentoring Tech I and II agents, driving process improvements, and collaborating with diverse IT teams. Your contributions play a pivotal role in maintaining seamless operations and elevating user experiences.

**RESPONSABILITIES**:

- Provide expert-level technical support through various communication channels, ensuring timely and effective issue resolution.
- Lead in-depth troubleshooting and analysis of complex hardware, software, and network problems.
- Mentor Tech I and II agents, providing guidance on complex technical issues and fostering skill development.
- Collaborate with cross-functional IT teams to resolve escalated technical challenges.
- Champion process enhancements to optimize service delivery and user satisfaction.
- Document solutions and contribute to the organization's knowledge management.
- Participate in training and continuous learning to stay at the forefront of technological advancements.
- Ensure adherence to service level agreements and established protocols.
- Foster a collaborative and inclusive work environment, driving positive team dynamics.
- Stay informed about emerging technologies and industry trends relevant to the role.

Key Activities:

- Serve as an expert resource for complex technical issues and escalations.
- Lead the troubleshooting of critical incidents, identifying root causes and solutions.
- Collaborate with other teams to diagnose and resolve cross-functional issues.
- Develop and deliver technical training sessions for Service Desk Tech I and II agents.
- Assist in the creation and maintenance of advanced technical documentation.
- Analyze incident data to identify patterns and proactively address recurring problems.
- Provide feedback to management on team performance and process improvements.
- Participate in on-call rotations for after-hours support when necessary.
- Act as a liaison between the Service Desk team and other IT departments.
- Contribute to the development and execution of IT service improvement initiatives.

**WE NEED FROM YOU**:
Type of Experience:

- Bachelor's degree in a relevant field or equivalent work experience; industry certifications preferred.
- Exceptional technical aptitude and analytical skills for complex problem-solving.
- Outstanding communication abilities, including effective communication of technical concepts.
- Strong leadership and mentoring skills, guiding junior team members.
- Customer-centric approach, demonstrating empathy and dedication to user satisfaction.
- Ability to thrive in a fast-paced, ever-evolving environment.
- Experience with advanced remote troubleshooting tools and techniques.
- A history of successful escalation management and collaboration with diverse IT teams.
- Adaptable mindset to embrace emerging technologies and industry practices.
- Previous experience in Tech II role or equivalent is essential.
- Willingness to work flexible shifts, including evenings and weekends if required.

Language Skills:

- Advanced English

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