Mx Device Support Analyst

hace 3 semanas

Guadalajara, México Coyote Logistics A tiempo completo

Wake up each day knowing that you are a part of something special. Something real. Something bold.Are you looking for a place where you will have a role in shaping an industry?The Device Support Analyst is a second-tier technical support role for incidents and requests that focuses primarily with hardware setups and software installations, as well as moderate to high complexity hardware/software troubleshooting issues escalated from first-tier technical support. Problems beyond the scope of their ability or responsibility are resolved by engaging other IT service resources.Essential Functions:- Install, upgrade, and support hardware and software for all devices- Basic troubleshooting of LAN connectivity issues- Updates incidents/requests in incident management software- Communicates with other service resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete- Assist in user, hardware & equipment movement and branch relocations & buildouts- Engages other IT resources to resolve incidents that are beyond the scope of their ability or responsibility- Documents resolutions and internal procedures & updates self-help and staff knowledge bases- Creates a positive customer support experience and builds strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude- Maintains and protects confidentiality with regards to all aspects of employee information- Provides after hours and on-call support as needed on a rotating schedule- Performs other duties as assigned- 20% travel or LessRequired Experience:- 1+ years technical support experience similar to the responsibilities in this role- Competency in MS Office Suite & Windows 10 operating systems- Basic user and security group administration through Active Directory- Knowledge of configuring, troubleshooting & repairing hardware including PCs and printersDemonstrated ability and desire to provide first-rate customer service- Excellent written and verbal communication skills- Excellent organizational and time management skills with strong attention to detail- Proven analytical and problem solving skillsPreferred Skills & Education:- Bachelor’s degree in Information Systems, Computer Science, Business or related field- A+, Network+, Security+, MCSA, Microsoft Certified Desktop Support Technician or similar certifications- Experience with ServiceNowWhy Coyote?- Onsite training and ongoing career development.- Competitive pay.- Comprehensive benefits package.- Internal advancement opportunities for high performers.- Global opportunities.- Casual dress & many perks.- Diverse and Inclusive environment.- Opportunities to impact the world around you through our 360 sustainability initiatives.Important Notice to US Applicants:Coyote is an at-will employer.We are an Equal Opportunity Employer.Please view Equal Opportunity Posters provided by the OFCCP.

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