IT Senior Support

About the company:
We are a leading company in the international moving and relocation sector. Over six decades, we've helped hundreds of thousands of employees relocate around the world to start a new life and international career path. We value our employees and strive to provide a collaborative and constantly learning work environment. If you are looking for a place to develop your skills and grow professionally, join our team

Location: Atizapán de Zaragoza, Estado de México, near to Galerías Atizapán.

Objective:
The position is primarily responsible for receiving, categorizing and resolving or escalating issues raised by other employees and enabling the Company to conduct business efficiently through effective use of IT.

**Requirements**:

- Scholarship: University Degree or Higher Diploma in Computer Science, Mathematics or similar.
- 2 years’ experience as a Senior Service Desk Analyst or Team leader role within a corporate environment.
- Bilingual (advanced English)
- Willingness to work outside office hours, **on public Holidays** (and very rarely during weekends).

Knowledges:

- Cherwell Service Desk Management experience is desired.
- Experience in Microsoft Active Directory, DHCP, LAN & WAN
- Experience in File and Print Servers
- Knowledge/Experience in Terminal Servers - Citrix Xenapp.
- Experience in Windows based Server/Desktop Operating Systems, Windows AD, MS Office Products, O365 User Support etc.
- Mobile Device Support Experience - Apple and Android Devices
- Experience in Network Troubleshooting in Corporate environment.
- Industry certifications relevant to ITIL Foundations, Microsoft Certified IT Professional for Desktops and Azure.

Responsabilities:

- Provide 1st and 2nd level technical support to company’s employees using enterprise’s service desk system, instant messaging, telephone or other mediums as required.
- Communicate with a helpful results-oriented approach to resolving the employee’s issues to include end-point support and escalated desktop trouble shooting of issues.
- Monitor Service desk for new incoming calls and respond within agreed time limits.
- Ensure the integrity of the information in the Service desk by carefully reviewing calls and updating incorrect or unclear information.
- Assist Infrastructure or Systems Management teams as necessary with basic system administrator tasks such as monitoring jobs, log reviews and access control changes.
- Report progress to line manager is a proactive manner.
- Co-ordinate with other teams as needed and share technical skills or transfer knowledge.
- Follow company’s IT policies and procedures and correctly utilize all tools.
- Raise Concerns/issues to a supervisor or other senior team member.
- Guide, support, and train L1 Support Analysts as required.
- Support the company CSR commitment and goals.
- Monitor availability of Servers and Network Services (VPN/WAN).
- File Server Tasks - Manage Shares and Permissions.
- Print Servers Tasks - Printer installation, Manage Printer Shares/Security Permissions and troubleshoot.
- Provide 2nd level Citrix Support and troubleshoot any profile related issues.
- Identify Proxy related issues and escalate.
- Configuration of new IT equipment (Laptops, Desktops and Mobile Devices) to Company Standards.
- Troubleshooting network communication issues, and end user network connectivity.
- Adherence to ITIL Processes, procedures and meet service levels.
- Create outstanding customer support experience by ensuring timely resolution, communicating promptly on progress and handling customers with a kind and professional attitude.
- Follow up with other support staff or service resources involved in resolution to ensure incidents are resolved, and the customer communication is complete. Document resolutions and update self-help and staff knowledge bases.
- Recommend and implement improved process and best practices within the scope of internal IT.
- Maintain IT equipment inventory.
- Maintain system-related documentation and procedures.
- Co-ordinate with other teams as needed and share technical skills or transfer knowledge.
- Identify incident trends. Report potential issues and progress to line manager in a proactive manner.
- Draft Communication to staff in case of any system/network outages.
- Communicate any known system issues/workaround to other regional IT in a timely manner.

Salary and Benefits:

- Salary $25,000 to $27,000 pesos per month less taxes (monthly payment frequency).
- Additional Benefits: Punctuality Bonus, not absenteeism Bonus, Saving Fund, Pantry Vouchers, refund internet service, Life insurance, Major medical insurance.
- Working Hours:8h30 - 17h30 Mon - Fri. (hours may be adjusted to fit the standard day shift for the location)
- Three days on site and two working at home.
- Annual performance incentive.
- Continuous training.
- Opportunities for growth and professional development.
- Collaborative and dynamic work environment.

Tipo de puesto: