Senior Technical Support Specialist

hace 6 días

Guadalajara, México Jambrina CPA A tiempo completo

**Key Responsibilities**
- Resolve high-level technical issues for hardware, software, and network systems.
- Serve as the escalation point for IT tickets, ensuring timely and effective resolutions.
- Identify weaknesses and areas for improvement within the IT department.
- Recommend and implement strategies to enhance processes, efficiency, and service delivery.
- Analyze helpdesk metrics to drive continuous improvement initiatives.
- Lead knowledge-sharing sessions and contribute to the development of training materials for internal teams.
- Support end-users by creating and delivering IT training programs to improve technical proficiency.
- Provide exceptional customer service, ensuring a positive experience for end-users.
- Collaborate with cross-functional teams to align IT solutions with business needs.
- Actively engage with team members to foster a culture of collaboration and innovation.
- Stay updated with the latest technological advancements, tools, and best practices.
- Proactively suggest and implement new technologies that can benefit the organization.
- Work close to any external IT service provider.

**Requirements**:

- Minimum of 5 years of experience in a similar role, demonstrating a strong track record in technical support.
- Proven ability to effectively manage the IT department, including overseeing processes, resources, and team dynamics.
- Advanced proficiency in English, both written and spoken, with excellent communication skills.
- Prior experience working in a corporate environment, showcasing the ability to handle organizational IT needs.
- Strong troubleshooting and problem-solving skills, with the ability to resolve complex technical issues efficiently.
- Outstanding communication and customer service abilities, focused on delivering a positive user experience.
- Availability to travel as required for projects or company needs.

This is a full-time, remote position.

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