Global IT Support Analyst: End-User Systems Pro

MKS Instruments, Inc.; Heroica Nogales; Presencial; MXN 180.000 - 300.000; Jornada completa

Descripción de la vacante

At MKS Instruments, Inc. in Nogales, Sonora, associate IT support analyst will collaborate with IT infrastructure teams to assist our global end-user community and report to the IT Associate Manager Field Service LATAM.

The role involves diagnosing and resolving hardware, software, and network issues, installing and configuring computer systems, and managing support requests in ServiceNow. Strong English communication and up to 10% travel are required.

Formación

• Bachelor’s degree or equivalent and 2 years of related experience.
• Excellent customer service and written/verbal communication.
• Experience supporting Windows 10/11 and Office 365 in an enterprise environment.
• Experience with Autopilot provisioning, Intune, Azure, Company Portal, and Software Center.
• Experience managing tickets and SLAs using ServiceNow or similar ticketing systems.

Responsabilidades

• Provide technical support to end-users, resolving hardware, software, and network issues promptly.
• Diagnose and troubleshoot system and application problems to minimize downtime.
• Install, configure, and maintain computer systems, peripherals, and software applications.
• Document and track support requests using a ticketing system and ensure timely resolution.
• Assist in setup and support of IT equipment for meetings, presentations, and conferences.
• Conduct routine maintenance and updates on IT systems for performance and security.
• Educate and train users on best practices for IT systems and applications.
• Travel up to 10% between local buildings for support as needed.

Conocimientos

Customer service

Communication

Windows 10/11

Office 365

Intune

Azure

Autopilot provisioning

ServiceNow

Ticketing systems

English proficiency

End-user support

Educación

Bachelor’s degree or equivalent

Herramientas

ServiceNow

Intune

Azure

Autopilot provisioning

Software Center

Descripción del empleo

At MKS Instruments, Inc. in Nogales, Sonora, associate IT support analyst will collaborate with IT infrastructure teams to assist our global end-user community and report to the IT Associate Manager Field Service LATAM.

The role involves diagnosing and resolving hardware, software, and network issues, installing and configuring computer systems, and managing support requests in ServiceNow. Strong English communication and up to 10% travel are required.