Coord User Support RT

Carhartt, Inc.; Santiago de Querétaro; Híbrido; MXN 180.000 - 260.000; Jornada completa

Descripción de la vacante

Carhartt, Inc. is seeking a User Support Coordinator in the IT – Infrastructure/Security group. The role is remote, serving as the first point of contact for IT support and handling inquiries about computer systems, software, and hardware.

You will respond by phone, ticket, or email, diagnose issues, log incidents in ServiceNow, and escalate when needed. Additional duties include monitoring dashboards and ensuring IT policy compliance.

Formación

• Bachelor’s degree in Information Technology or equivalent experience preferred.
• Minimum of 2 years combined help desk and/or technical support experience.
• Exceptional customer service orientation.
• Experience working in a collaborative and team-oriented environment; IT in retail is a plus.
• Experience supporting MS Office products, preferably O365 and Windows 10/11.
• Analytical and problem-solving abilities.
• Basic understanding of computer systems, networks, and software applications.
• Ability to work independently and as part of a team.

Responsabilidades

• Provide first-level technical support to end-users (Corporate, remote and Retail).
• Diagnose and troubleshoot software and hardware issues.
• Log and track all incidents and service requests in the ticketing system (ServiceNow).
• Monitoring infrastructure dashboards related to Network devices, Servers, etc.
• Obtain relevant information for issues that need to be escalated.
• Escalate complex issues to higher-level support teams as necessary.
• Maintain documentation of issues and solutions for future reference.
• Assist with the setup and configuration of new hardware and software.
• Ensure compliance with IT policies and procedures.

Conocimientos

Customer service

Teamwork

Problem solving

Independence

Educación

Bachelor’s degree in Information Technology

Herramientas

ServiceNow

Office 365

Descripción del empleo

Position Details:

Title: User Support Coordinator

Department: IT – Infrastructure/Security

Reports to: Miguel Robles, User Support Supervisor

Location: MX – Rugged Tech

Job Classification: Remote

FLSA Status: Exempt

Job Band: Professional

Job Summary

The User Support Coordinator serves as the first point of contact for IT support within the organization. Their primary responsibility is to provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. They respond to queries either over the phone, via tickets, or via email, ensuring that all issues are resolved promptly and efficiently.

Inspired by Hard Work

At Carhartt, the values of hard work—dependability, honesty, and trust—are rooted in the legacy of our founder, Hamilton Carhartt. His commitment to serving hardworking people continues to inspire everything we do. Guided by his legacy and our mission—We serve and protect all hardworking people by building durable products— we remain dedicated to upholding these principles in every decision we make and every product we create.

Associate Responsibilities

• Provide first-level technical support to end-users (Corporate, remote and Retail)
• Diagnose and troubleshoot software and hardware issues.
• Log and track all incidents and service requests in the ticketing system (ServiceNow)
• Monitoring infrastructure dashboards related to Network devices, Servers, etc.
• Obtain relevant information for issues that need to be escalated.
• Escalate complex issues to higher-level support teams as necessary.
• Maintain documentation of issues and solutions for future reference.
• Assist with the setup and configuration of new hardware and software.
• Ensure compliance with IT policies and procedures.

Required Education

• Bachelor’s degree in Information Technology discipline or equivalent experience preferred

Required Skills & Experience

• Minimum of 2 years combined help desk and/or technical support experience
• Exceptional customer service orientation.
• Experience working in a collaborative and team-oriented environment is required; experience working in IT in a retail environment is a plus.
• Experience supporting MS Office products, preferably O365 products and Windows 10/11.
• Proven analytical and problem-solving abilities.
• Basic understanding of computer systems, networks, and software applications.
• Ability to work independently and as part of a team.

Physical Requirements and Working Conditions

• Blend of remote and in-office, cubicle setting.
• Regular On-call; some travel required (up to 10%)
• Work hours determined by the Manager. Willing to work some weekends, if necessary, On-call as needed (24hours/7 days).
• Extended periods of time sitting, standing, typing on a computer is required.
• Flexibility with multiple schedules
• Carhartt is a tobacco free workplace.