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Level Support Technician

hace 2 semanas

Guadalajara, México MSNS HR TECHNOLOGY LLC A tiempo completo

**Job Summary**:
Provide technical assistance, support to end-users and assist Level 2 support teams in resolving issues efficiently.

**Responsibilities**:
**First Point of Contact**:
Serve as an initial point of contact for end-users seeking technical assistance.
Gather information on reported issues and perform basic troubleshooting.
**Issue Triage and Escalation**:
Assess and categorize incoming support requests.
Escalate more complex issues to Level 2 support or appropriate teams.
**Documentation**:
Document all relevant information related to reported issues and solutions.
Contribute to the knowledge base for common problems and solutions.
**Collaboration**:
Work closely with Level 2 support teams to facilitate efficient problem resolution.
Communicate effectively with end-users and other support teams.
**Continuous Improvement**:
Identify recurring issues and contribute to process improvement initiatives.
Stay updated on technology trends and best practices.
**Customer Service**:
Ensure a high level of customer satisfaction through effective communication and problem resolution.
Follow up with end-users to ensure their issues have been resolved to their satisfaction.

**Requirements**:

- Bachelor's degree in Information Systems, or a related field.
- Proven experience in a Level 1 support role.
- Strong understanding of common hardware and software issues.
- Excellent communication and interpersonal skills.
- Ability to work collaboratively in a team environment.
- Basic knowledge of networking concepts.
- Familiarity with ITIL (Information Technology Infrastructure Library) principles is advantageous

**Job Type**: Contract

Pay: $15.00 - $18.00 per hour

Ability to commute/relocate:

- Guadalajara, Jal.: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- When you are available for interview?
- Are you Native Citizen of Mexico?

**Experience**:

- Level 1.5 Support Technician: 5 years (required)