Associate Tech Support Specialist

hace 4 días

Ciudad de México Solera A tiempo completo

Who We Are

The Role

The Associate Technical Support Specialist provides technical assistance to internal and external customers. This mid-level specialist should receive very little instructions on routine work; exercises prudent judgment within the defined processes and practices of the department in troubleshooting and developing solutions to a variety of complex problems and technical issues involving software and hardware. The Technical Support Specialist should have the ability to communication vertically and horizontally.

ESSENTIAL RESPONSIBILITIES AND DUTIES:

- Frequent use and general knowledge of industry practices, techniques and standards.
Develops solutions to a variety of problems of moderate scope and complexity.
- Consistently refers to policies and practices for guidance.Exercises good judgment within defined procedures and practices to determine appropriate action
Able to identify software/hardware trends
- Reports Failure Requests with limited guidance and in a timely manner in order to initiate the bug tracking process to Tier 2 - Provide management with comprehensive weekly status reports and situation updates
Provides additional support if requested or necessary.
Recommends and implements technical solutions for our customers
- May perform other duties as assigned (training, case reviews, customer meetings)
- Sets the example for Associate Specialist ensuring department objectives and directives are achieved
- Provides enterprise 24/7 support for all Omnitracs’ products and Services
- Flexible schedule
- Provide Management with weekly status reports

QUALIFICATIONS:
EDUCATION: Bachelors’ degree in Computer Science or Information Systems desired

CERTIFICATIONS: Technical Training or Certificate Program, preferred

EXPERIENCE: 2 years’ experience of high-level technical support, networking, operating systems or software troubleshooting experience; and/or 2 years’ experience in a technical customer service role, preferred.

KNOWLEDGE/SKILLS/ABILITIES:

- Working knowledge of hardware Operating systems
- Working knowledge of database concepts and platforms
- Understanding of troubleshooting tools and technologies
- Strong verbal and written skills
- Excellent analytical skills
Ability to support standard operating systems
Ability to identify, correct or advise on technical issues on a customer’s personal/work computer system or mobile device platform.
- Ability to work independently with mínimal instructions and/or direction
- Ability to multi-task and work with cross-functional teams
- Ability to test and install software and execute test plan with limited instruction
- Ability to provide technical support for our internal department

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