Technical Specialist

hace 3 semanas

Puebla, México ExactlyIT A tiempo completo

****_Puebla_**_, _**_Mexico_**_ _****General Accountabilities**:- **Onboarding and Offboarding**:- ** Coordinate Onboarding**: Assist with the logistics of new employee onboarding, including scheduling and preparing materials.- ** Support New Hires**: Assist with onboarding activities, providing guidance and technical support to new hires throughout the process.- ** Offboarding Support**: Assist with offboarding processes, including account deactivation, equipment retrieval, etc.- ** Technical Support**:- ** Tier 2 Support**: Handle technical escalations and more advanced inquiries beyond the skills of Level 1 support.- ** Issue Resolution**: Troubleshoot hardware and software issues, providing timely solutions to end-users.- ** Documentation**: Maintain accurate records of support requests, resolutions, and knowledge base articles.- ** Collaboration**: Work closely with Level 1 support and other IT teams to resolve complex issues.- ** Customer Service**:- ** Excellent Communication**: Communicate effectively with end-users, explaining technical concepts in a user-friendly manner.- ** Customer Satisfaction**: Ensure a positive customer experience by resolving issues promptly and professionally.- ** Empathy**: Show empathy and patience when assisting users with technical challenges.- ** Compliance and Security**:- ** Adhere to Policies**: Ensure compliance with company policies, security protocols, and industry best practices.- ** Security Awareness**: Educate end-users on security practices and help prevent security breaches.- ** Data Protection**: Safeguard sensitive information during onboarding and offboarding processes.**Job Qualifications**:**Education**:- Bachelor's in Computer Science or a related field.- ITSM foundation training is preferred**Technical Skills**:- Minimum of 6 months in a help desk or technical support role.- Troubleshooting skills and knowledge.- Proficiency in Windows and macOS environments.- Familiarity with Active Directory, Exchange, and Office 365.- Basic networking knowledge (TCP/IP, DNS, DHCP).- Certifications: Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.**Professional Skills**- Fluent English language skills required: verbal and written communication.- Effective communication and problem-solving skills.- Able to write technical work instructions to add value to the teams’ operations.- Experience working with multicultural teams and customers.- Self-motivated and disciplined.- Strong investigative and analysis skills.- Customer-focused: Strong customer service orientation and problem-solving skills.- Team Player: Collaborative mindset and ability to work well within a team.**Benefits**:Medical, Dental and Life Insurance. Savings Fund, Vacations Bonus, Christmas Bonus, Grocery Bonus, Annual Bonus.**PTOs**:Vacation and Holiday.***Save on commute**:Paid office parking.***Discount Programs**:Medical-related discounts.**Prime location**:In the heart of Puebla, with views of Popocatepetl volcano, restaurants, and amenities close by.**Sponsored Events**:Team social events and Christmas Dinner.**Sport Activity**:Join your colleagues in various sports activities in the area.**Eat & Drink**:Enjoy a kitchen stocked with drinks, coffee, and snacks.

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