Sr. Service Desk Analyst

**TITLE**: Sr. Service Desk Analyst**LOCATION**: Mexico City or Monterrey**REQUIRED**: Bilingual - fluent English/Spanish required**SHIFTS**:- Saturday & Sunday - 3:00 PM - 12:00 AM - Monday, Tuesday and Wednesday - 8:00AM - 6:00PM- Saturday, Sunday, Monday, Tuesday, Wednesday - 8:00AM to 6:00PM**_*During Training - Schedule will be Monday - Friday, 8 AM - 6 PM. Training usually lasts 2-4 weeks, depending on progress*_****Job Summary**:**About Us**:DYOPATH, a leading Managed Service Provider (MSP) was founded to empower organizations by delivering trusted IT solutions. At DYOPATH we pursue both purpose and success, knowing one will ultimately lead to the other. Our core values foster a culture that promotes accountability, excellence, exceptional customer service and sustainability. Our team is passionate, fun, creative and courageous in communications.**Essential Job Duties**:- Perform end-user technical support, troubleshooting, and tuning for end user hardware and systems, peripheral hardware (i.e. printers/copiers, etc.) and initial triage for client network environments- Coordinate with multiple support teams and vendors if escalation is necessary to achieve resolution- Supports the team process and participates on cross-functional teams- Understand and implement security best practices and work with security specialists to minimize vulnerabilities- Respond to network and server alerts to ensure maximum up time of identified devices- Understand and comply with all contractual SLAs, policies and procedures- Exercises discretion and independent judgment when dealing with client requests, incidents and feedback- Build credibility and trust with client customers and departments by providing solutions to inquiries and problems. This includes maintaining relationships with customers by understanding their needs- Analyzes and recommends alternative solutions to meet customer needs- Identifies areas of opportunity to improve communications and efficiency of operation to improve customer satisfaction- Create and maintain documentation to build knowledge and provide training when necessary- May be required to take after-hours on call support as necessary- Complete other duties as assigned**Required Skills**:- Experience supporting and administration of VPN clients- Demonstrate success supporting clients remotely via phone, remote control tools- Experience using ticketing software such as Cherwell or Remedy and demonstrate expert knowledge of incident management and ticket documentation- Solid familiarity supporting multi-function printers remotely- Experience imaging and deploying new and replacement laptop and desktop equipment- Ability to perform server patching and pre/post activities- Diagnose and troubleshoot VOIP and telephony issues- Extensive experience supporting Windows., MS Office, including Office 365- Intermediate experience with server and network related issues- Advanced experience supporting and administration of MS Exchange, including Exchange 365- Advanced experience with Active Directory account maintenance, group membership changes, distribution groups, OU management and other AD functions- Ability to touch type minimum of 60 WPM- Excellent communication and problem-solving skills- Multi-tasking abilities**Qualifications**:- Required Education: High school diploma, college graduates preferred- Required Experience: The minimum experience for this position is 2-3 years of relevant experience in incident management and support**Working Conditions /Physical Effort**:- Fast paced and high-volume environment- Responsibilities may require holidays sometimes with little advanced notice- On site work at client locations maybe required- Some lightweight lifting of office equipment