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Iron Systems is an innovative, customer-focused provider of custom-built computing infrastructure platforms such as network servers, storage, OEM/ODM appliances & embedded systems. For more than 15 years, customer have trusted us for our innovative problem solving combined with holistic design, engineering, manufacturing, logistic and global support services.**Job Title: Support Technician****Location:Contadero, Cuajimalpa de Morelos, 05349 Ciudad de México, CDMX, Mexico****SUMMARY OF ROLE**- This position has frequent contact with end users, peers, and managers, primarily face-to-face as desk-side support for service requests and on-site problem resolution.**KEY RESPONSIBILITIES**:- Provide customer facing end-user support for the Global Service Delivery Desktop team- As an Onsite Support Technician with minimum of 3+ years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:- Provide customer facing end-user support that includes:- Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.- Perform Break Fix, Desk Side Support,Data Migration, Refreshes, etc.- Perform onsite updates, Configuration changes, or Software installations.- Provide onsite technical assistance to End Users.- Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.- Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.- Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)- Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs.- Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.- Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support- Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.- Provide On-call support if required outside business hours on a rotational basis- Provide Hand and Feet support for network data and voice devices- Able to work remotely with little or no supervision and have highspeed wifi available**License(s) / Certification(s)**:- CompTIA A+,ACSP

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