Especialista de Soporte Técnico Helpdesk

**Our Employees**

Are valued and empowered, collaborative and team oriented, innovative in their approach and passionate about their work. They are reliable, trustworthy and open with a high level of integrity. They value diversity, are inclusive and are committed to a global mindset.

This unique opportunity is ideal for a motivated technologist with a broad skillset to deliver technical solutions to enable our workforce in a fast-paced environment in Guadalajara. You will tackle problems, repair relationships, and detail technical interactions related to Windows 10, macOS clients, and our infrastructure systems.

To help deliver these services, we are looking for an advanced Technical Support Engineer with a deep knowledge of modern end user computing solutions including mobile technologies. In this hybrid role, you will also develop system administration skills to support the server and network infrastructure for the company. You will be empowered to own and deliver technologies that enable our business users to be agile and flexible in terms of the way they work.

**Primary Responsibilities**
- Evaluate and recommend new technology as it relates to the end user.
- Provide IT Operational support by resolving incidents, requests, and problems associated with various IT systems.
- JAMF / SCCM package creation administration and support.
- Interface with other Core Services teams to solve complex issues.
- Create / Maintain support solutions and documentation for service desk.
- Ensure ongoing communications regarding system issues/activities with all stakeholders: department executives and managers, end users, IT staff, vendors, customers, etc.
- Aid technical staff leads on large complex projects.
- Responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies.
- Performs other related duties as assigned.

**Knowledge, Skills and Abilities**
- Administrator-level knowledge of client management systems: Configuration Manager, Jamf, and Microsoft Intune.
- Advanced troubleshooting capabilities of Windows 10 and macOS clients.
- Working knowledge of directory services (LDAP, AAD, AD) and M365 stack.
- Proactively automate, streamline and simplify engineering processes and routine tasks.
- Operates under mínimal direction.
- Good Problem Analysis and Solving Skills: ability to fix a complex issue down to potential contributing components, identify root case if possible or collect supporting evidence for customer concern.
**Qualifications**
- Bachelor’s Degree in computer science, or related field OR equivalent work experience in a technical field related to Information Technology that demonstrates technical competency
- Minimum of two (2) years as Desktop Support Analyst or equivalent
- Show us 3+ years of strong customer service experience
**Certifications Preferred**:

- CompTIA (or similar) certifications are preferred such as A+, Security+, and Network+
- JAMF certifications are preferred such as Jamf 100 or greater
- Microsoft certifications are preferred such as M365 Certified: Modern Desktop Administrator Associate or greater
- KCS Practices certification is helpful
Tipo de puesto: Tiempo completo, Por tiempo indeterminado

Salario: $25,000.00 - $32,000.00 al mes

Beneficios:

- Días por enfermedad
- Horarios flexibles
- Seguro de gastos médicos mayores
- Vacaciones superiores a las de ley
- Vales de despensa
- Vales de restaurante
Horario:

- Horario flexible
- Lunes a viernes
Consideraciones ante el COVID-19:
f5 cuenta con todas las medidas y protocolos para salvoguardar la salud de sus colaboradores.

Experiência:

- Analista de Soporte Helpdesk: 2 años (Obligatorio)
- Atención y Servicio a Cliente: 3 años (Obligatorio)
Idioma:

- Inglés (Obligatorio)
Licencia/Certificación:

- CompTIA, JAMF, M365, KCS (Deseable)