Senior Technical Support Analyst

**Sr **Technical Support Analyst**Do you have experience in IT Services? Are you passionate about the chance to bring your experience to a world- class company that is market-leading for both content and technology? If yes, we are looking for youOur Service Management function is transforming into a truly global, data and standards-driven organization, employing best-in-class tools and practices across all disciplines of Technology Operations. This will drive ever-greater stability and consistency of service across the technology estate as we drive towards optimal Customer and Employee experience.**About the role**Based in Mexico City office, this role will be a member of a team of talented support specialists who provide both remote and in-person support across our EMEA / APAC / AMERS regions. Working as part of a large global team, you will be responsible for day-to-day support, providing expertise to our customers, and looking for opportunities to expand your technical knowledge.In this opportunity as a **Sr **Technical Support Analyst**, you will:- Performs troubleshooting on issues - providing guidance, basic training, and technical support to end-users- Monitor the Helpdesk / Service Center system and respond appropriately and timely to tickets- Complete additional tasks such as inventory, shipping, and imaging- Fully contribute to the utilization of the hardware/software inventory process- Serve as a problem escalation point on technical issues- Participate in assigned projects- Review and update documentation existing in enterprise knowledge base- Fully contributes to, and mentors others in, the utilization of the hardware/software inventory process system implemented- Produces well written technical and business documentation, such as project justification documents and proposals- Creates and publishes new documentation pertaining to previously undiscovered software/hardware issues and/or specific Operating issues in enterprise knowledge base. Provides solutions used by Tier 1 Help Desk support. Reviews and updates documentation existing in enterprise knowledge base.- Acts as a point of focus for the company for all IT desktop support issues performing installs, upgrades, and moves as appropriate- Provides technical guidance and direction to team members and peers.- Reviews identified business process issues and recommends applicable technical solutions to various user groups.- May lead small teams- Provides support and project guidance for new departmental staff, less senior staff, and individuals outside the work group- Provides advanced network analysis for issues related to connectivity- Escalates any issues that cannot be resolved at 2nd level to the appropriate resource within the IT team- Has mastered the use of, and is able to mentor others in, the problem management/ticket tracking system- May initiate postmortem process as appropriate.- Identifies reoccurring hardware and software incidents and proposes solutions.- Thrives under constantly changing conditions, offering new ideas and fresh approaches to problems- Contributes to the continual improvement of the change management process.- Conducts informal and formal technical and/or business presentations for peers, customers, and occasionally at the organization level.- Provides input and recommendations for departmental processes, policies, and standards, considering impact on the organization.- Evaluates and implements best practices**About You**You’re a fit for the role of **Sr Technical Support Analyst** if your background includes:3-5 years’ experience of on-site Desktop support including:- Experience supporting Windows and Mac OS- Knowledge of mobile devices and MDM preferred- Experience with administering accounts in Azure and InTune would be beneficialGood written and oral communication skills, strong critical thinker.Strong collaboration skills - able to work independently and with a team.Ability to work with team members and customers from diverse geographic areas.A passion to learn new technologies and share knowledge across teamsStrong customer focus - demonstrates empathy and understanding when dealing with customersLI-AC1**What's in it For You?**You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:- ** Hybrid Work Model**: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected- ** Wellbeing**:Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, and e