Technical Analyst 2-support

hace 3 semanas

Zapopan, México Oracle A tiempo completo

**Qualification/Requirements**Minimum 3 years of relevant experience working as IT Service Desk analyst level 2+- Willingness to work weekends (flex scheduling)- Ability to diagnose and resolve general technical issues (on Win, macOS, Linux)- Proven experience and knowledge from medium to high level in tech support on at least FOUR of the following areas (SME):- MS Exchange Clients- Cloud Infrastructure and Concepts- IT Security and Data Protection- Powershell- Network- Linux/Unix OS- ONE or more proven skills in the following areas: (preferred skills):- Devops- Agile Methodologies- ITIL/ITSM- Python- Java- Oracle APEX- SQL- PHP- etc.- Should be capable of multitask- Strong customer skills and customer oriented- Should have excellent communication skills English/Spanish (Oral & Written)- Should be smart, enthusiastic and a good team player- Experience working on ticketing tsystems- Ability and willingness to work in an environment providing 24x7x365 support- Position based in **Guadalajara **, Mexico (is required to work from our office location)**Responsibilities**:- Serve as the first point of contact for employees seeking technical assistance over the phone or web or chat- Perform remote troubleshooting through diagnostic techniques- Provide the best solution based on the issue and details provided by end user- Provide accurate information on IT products or services- Collaborate with others to resolve complex issues- Research un-resolved issues to the next level of support team- Strictly Adhere to SLAs and procedures- Record events and problems and their resolution in logs- Pass on any feedback or suggestions by customers to the appropriate internal team- Identify and suggest possible improvements on procedures- Monitor the ticketing queues and work on the aging tickets- Research solutions using available information resources- Stay current with system information, changes and updates

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    hace 2 semanas

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