Desktop Support Senior Technician - Bilingual

TeleTech Holdings, Inc.; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading global customer experience provider is seeking a Desktop Support Senior Technician in Mexico City. The role requires a strong IT background, especially in desktop support, with a focus on bilingual technical assistance. The ideal candidate will have a bachelor's degree in IT or equivalent experience, along with a minimum of 5 years of experience in the BPO industry. This positions offers a supportive environment for career growth with a comprehensive compensation and benefits package.

Servicios

Paid time off (PTO)

Tuition reimbursement

Wellness and healthcare benefits

Career and professional development support

Formación

• 5 years of BPO industry experience.
• Experience with hardware and software navigation on Windows OS.
• Ability to work independently and in a team.

Responsabilidades

• Resolve technical issues affecting associates on site.
• Provide end-user technical support for PC hardware and software.
• Prioritize and manage ticketed requests effectively.

Conocimientos

PowerShell scripting

Desktop support

Troubleshooting TCP/IP network

Customer service

Adaptability

Educación

IT related bachelor's degree or equivalent experience

Descripción del empleo

Desktop Support Senior Technician - Bilingual

Your potential has a place here with TTEC’s award-winning employment experience. As a Desktop Support Senior Technician working on site in Mexico City, you’ll be a part of bringing humanity to business. #experienceTTEC

What You’ll be Doing

Do you have a passion to translate technical issues? Want to learn and grow your own knowledge in various IT fields? In this role, you’ll be the hero for all forefront associates as you will help navigate and deliver basic IT support daily. In doing so, you’ll be exposed to many different IT scenarios, perfect for growing your own tech expertise and becoming well rounded with information. Your great listening and customer interaction skills and ability to read between the lines will allow you to find the route of the associates' problem and translate it to an IT solution.

You’ll contribute to success of the business by leading and resolving the associates' technical issues and bringing amazing support.

During a Typical Day, You’ll

Proactively recognize, translate, and resolve technical issues affecting agents on site through reading between the lines and connecting the dots with your basic IT and desktop navigation knowledge.

Provide end-user technical support through stepped procedures in installing, configuring, maintaining, updating, and troubleshooting PC hardware and software while performing administrative functions as required.

Comfortable solving and prioritizing ticketed requests based on status, updates and escalations.

Evaluate, recommend, and coordinate with chain of command by keeping them informed of all changes, hardware and software failures, and operational issues.

What You Bring to the Role

• IT related bachelor's degree or equivalent experience in IT
• 5 years BPO industry experience
• Experienced IT knowledge, PowerShell scripting, and desktop support – hardware and software navigation on various Windows operating systems and troubleshooting TCP/IP network skills
• Passionate and motivated to help others with your customer focused mindset and positive attitude
• Work well independently and in a team setting
• Has the desire to gain knowledge, experience, and certification in the operating systems and technologies currently used
• Adaptability and willing to work rotating shifts including nights and weekends

What You Can Expect

• Supportive of your career and professional development
• An inclusive culture and community minded organization where giving back is encouraged
• A global team of curious lifelong learners guided by our company values
• Ask us about our paid time off (PTO) and wellness and healthcare benefits
• And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

Visit https://mybenefits.ttec.com/ for more information.

Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.

About TTEC

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantages and for you to bring value to the table in your own unique way.