IT Support Services Technician

IT Support Services TechnicianMX-DF-Mexico DF

**Description**:
At Percepta, we bring first-class service across each market we support. As a **IT Support Services Technician** in **Mexico City**, you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

**What You'll Be Doing**

The IT Support Technician's role is to consistently improve and maintain a high level of customer satisfaction by troubleshooting to resolve customer issues. The IT Support Technician is responsible for the logging and tracking of all Service Desk requests and for providing tier 1 and 2 technical support. The Technician will follow documented procedures for escalating the issues that are outside of their area of competency and is responsible for following up on the issue until it has been resolved. The IT Support Technicians are the primary source for end user support.

The IT Support Technician follows documented work instructions to accommodate customer requests, including creation and administration of IDs that provide access to various internal and external systems.

The IT Support Technician completes other tasks as assigned by IT Manager.

**During a Typical Day, You'll**
- Use required contact tools (Phone/Ticket/Chat) for technical assistance in performing Tier 1 and 2 support.
- Complete checklist of daily operational tasks to ensure system availability before production hours and monitor system performance
- Provide hardware setup, imaging, upgrades, repair, and inventory for PCs at the local site.
- Administrate or facilitate the administration of IDs and Applications accesses.
- Create and update Support Documentation
- Moving or relocating of PCs as required, for both small and large projects or Remote pickups or shipping.
- Ability to work flexible hours and accommodate any of the IT Support Services shifts. Overtime might be required when needed. Ability to provide after-hours 24/7 on-call or on-site support.
- The local IT Support Technicians are the primary source for daily support tasks on the production floor and are responsible for escalating to local administrators if the problem is beyond their area of expertise and responsibility.
- Maintain a positive work environment that fosters team performance. Support and contribute open communications flow inside and outside the Technology Team
- Other duties as assigned.

**What You Bring to the Role**
- Associates Degree or equivalent work IT experience.
- CompTIA A+ desirable
- CompTIA Network+ desirable
- **Minimum of 4 years** of Help Desk or Desktop hardware and software experience in an Enterprise environment.
- Experience with basic Network and Telephony troubleshooting.
- Experience with Ticketing systems, preferably Service Now.
- Strong communication, customer service and organizational skills.
- Strong problem resolution and decision-making skills.
- Working knowledge of Windows 10/11.
- Working knowledge of Outlook and Office365.
- A good listener with a proven ability to build relationships with all levels of staff.
- Strong time management skills, attention to detail and outstanding follow-up skills.
- The ability to work well under pressure with tight deadlines.
- Spanish and English (required)
- Portuguese (desirable but not a must).

**What You Can Expect**
- Competitive salary
- Life Insurance (25 monthly salaries).
- Savings Fund
- Groceries card.
- Restaurant Card (Eligibility after 90 days in the company).
- Annual vacation: 16 days at first year
- 25% Vacation Bonus.
- Annual Bonus (7 / 14 / 21 days of employee's daily salary in first, second and third year).
- Christmas Bonus (15 days).
- Training and Development Programs (Percepta College).
- Employee Rewards Program.

**A Bit More About Your Role**
- Up to 5% travel may be required.

**About Percepta**
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:
**Culture of Service** - to be treated like you are the customer from day one

**Teamwork**:

- belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value of your contributions

**Respect**:

- a team that is accountable, dependable and gives you their full attention

**Proactive**:

- to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

**Career** **Growth** - lots of learning opportunities for aspiring minds

**Diversity** - be a part of our growing diverse and community-minded organization that is all about having fun

**Competitive Compensation** - we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote phy