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**: ContractPay: $15.00 - $18.00 per hourAbility 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)


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