Service Desk Tech Iii

hace 2 días

Ciudad de México Compucom A tiempo completo

**Why Compucom?**Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It***:As a Service Desk Tech III, you embody technical excellence and leadership in resolving intricate IT issues. Your role extends beyond direct problem-solving, encompassing mentoring Tech I and II agents, driving process improvements, and collaborating with diverse IT teams. Your contributions play a pivotal role in maintaining seamless operations and elevating user experiences.**RESPONSABILITIES**:- Provide expert-level technical support through various communication channels, ensuring timely and effective issue resolution.- Lead in-depth troubleshooting and analysis of complex hardware, software, and network problems.- Mentor Tech I and II agents, providing guidance on complex technical issues and fostering skill development.- Collaborate with cross-functional IT teams to resolve escalated technical challenges.- Champion process enhancements to optimize service delivery and user satisfaction.- Document solutions and contribute to the organization's knowledge management.- Participate in training and continuous learning to stay at the forefront of technological advancements.- Ensure adherence to service level agreements and established protocols.- Foster a collaborative and inclusive work environment, driving positive team dynamics.- Stay informed about emerging technologies and industry trends relevant to the role.Key Activities:- Serve as an expert resource for complex technical issues and escalations.- Lead the troubleshooting of critical incidents, identifying root causes and solutions.- Collaborate with other teams to diagnose and resolve cross-functional issues.- Develop and deliver technical training sessions for Service Desk Tech I and II agents.- Assist in the creation and maintenance of advanced technical documentation.- Analyze incident data to identify patterns and proactively address recurring problems.- Provide feedback to management on team performance and process improvements.- Participate in on-call rotations for after-hours support when necessary.- Act as a liaison between the Service Desk team and other IT departments.- Contribute to the development and execution of IT service improvement initiatives.**WE NEED FROM YOU**:Type of Experience:- Bachelor's degree in a relevant field or equivalent work experience; industry certifications preferred.- Exceptional technical aptitude and analytical skills for complex problem-solving.- Outstanding communication abilities, including effective communication of technical concepts.- Strong leadership and mentoring skills, guiding junior team members.- Customer-centric approach, demonstrating empathy and dedication to user satisfaction.- Ability to thrive in a fast-paced, ever-evolving environment.- Experience with advanced remote troubleshooting tools and techniques.- A history of successful escalation management and collaboration with diverse IT teams.- Adaptable mindset to embrace emerging technologies and industry practices.- Previous experience in Tech II role or equivalent is essential.- Willingness to work flexible shifts, including evenings and weekends if required.Language Skills:- Advanced English

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