Global IT Support Specialist — 24x7 & Multilingual

Ascendion; Santiago de Querétaro; Presencial; MXN 180.000 - 240.000; Jornada completa

Descripción de la vacante

Ascendion's ITPS Analyst role ensures service level agreements for IT systems and plant equipment are met, coordinating outages and supporting plants through downtime. The position collaborates with Global IT teams and business units to ensure performance, availability, and security.

The role requires English, Spanish, and Portuguese, along with excellent customer service, a proactive mindset, and the ability to juggle multiple tasks with good prioritization.

Formación

• English, Spanish and Portuguese required.
• Excellent customer service and positive attitude.
• Ability to manage multiple tasks and prioritize based on business needs.
• Strong written and verbal communication.

Responsabilidades

• Provides support and follow-up to partners with hardware, phone, or other IT items.
• Identifies trends in support issues and addresses root causes.
• Diagnoses, repairs, installs or upgrades IT software and hardware per SOPs.
• Focuses on proactive support and routes work to proper teams.
• Maintains communications during resolution and ensures ownership of the issue.
• Uses Service Management tool to enter issues/requests and updates until complete.
• Communicates system outages to those affected at plants.
• Rolls out new processes, hardware, or software.
• Works with contractors/engineers to ensure policy adherence.
• Provides 24x7 support for plant/region as needed.

Conocimientos

Communication

Multilingual

Customer service

MS Office

IT Support

Descripción del empleo

Ascendion's ITPS Analyst role ensures service level agreements for IT systems and plant equipment are met, coordinating outages and supporting plants through downtime. The position collaborates with Global IT teams and business units to ensure performance, availability, and security.

The role requires English, Spanish, and Portuguese, along with excellent customer service, a proactive mindset, and the ability to juggle multiple tasks with good prioritization.