Help Desk IT Support Technician

OpenTable
Ciudad de México
MXN 200,000 - 400,000
Descripción del empleo

With millions of diners, tens of thousands of restaurants, and 23+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve operations and maximize revenue.

Every employee at OpenTable has a tangible impact on what we do and how we do it. You’ll also be part of a global network that includes OpenTable and KAYAK's portfolio of travel brands including Swoodoo, checkfelix, momondo, Cheapflights, Mundi and HotelsCombined.

Hospitality is all about taking care of others, and it defines our culture. You’ll work in a welcoming and inclusive environment, and get the benefits, flexibility, and support you need to succeed.

The Role:

This is a full-time salaried role with 3-5 days of required work in the Mexico City office, which is located in the Nápoles area.

Are you an IT enthusiast who loves new technologies and gadgets? Do you genuinely enjoy helping people with technical problems? Are you interested in learning and growing in your IT career? If so, OpenTable is currently seeking a Help Desk IT Support Technician to join the Global IT Help Desk team, called the TechTable, a group of upbeat, hardworking, and fun coworkers based in Denver, San Francisco, London, Melbourne, Mexico City, and Mumbai.

The Help Desk IT Support Technician's primary function will be to provide tier-1 technical support for OpenTable employees in the Mexico City office and the local region, ultimately operating as the "face of IT" in the office, and supporting global employees as needed. This individual will work in a fast-paced global enterprise environment, often independently, and ensure all end-user tickets are captured and resolved to meet SLAs.

The ideal candidate is a self-starter with broad technical skills and is passionate about providing world-class customer service. Additionally, the Help Desk IT Support Technician will require great critical thinking and prioritization skills and determine solutions to technical or process-related issues in a complex environment.

If this opportunity interests you, we encourage you to apply!

In this role, you will:

  • Monitor, categorize, and triage incoming end-user tickets
  • Provide a wide range of technical support to end users by phone, chat, email and remote support
  • Understand the team’s workload and escalate/distribute incidents as needed
  • Test and configure end-user hardware and software
  • Create and maintain knowledge-base documentation and identify deficiencies
  • Provide exceptional customer support virtually or in-person to supported users
  • Be a support presence in our Mexico City office and assist with the maintenance/troubleshooting the teleconference systems, A/V systems, and related events

Please apply if you have:

  • PC and Mac hardware/software support
  • Computer imaging concepts and best practices (Intune/AutoPilot preferred)
  • ITSM and ticket management concepts
  • Active Directory administration
  • Experience supporting GSuite & Office 365
  • General knowledge of identity access management, particularly Okta
  • Audio/visual hardware and software support (Zoom experience preferred)
  • iOS and Android mobile device support (Jamf experience preferred)
  • Basic/intermediate network troubleshooting
  • Basic/intermediate computer security concepts
  • Exceptional written and verbal communication skills
  • Minimum 3-year experience working in a technical support role

Benefits:

  • OpenTable provides Mexican Social Security (IMSS)
  • Christmas Bonus - 30 days
  • Paid Time Off - 20 days a year
  • Vacation Premium - 25%
  • Parental Leave
  • Bereavement Leave - 3 days
  • Marriage leave - 3 days
  • Bonuses
  • Dental Insurance & Life Insurance
  • Major Medical Insurance

Diversity, Equity, and Inclusion

OpenTable aspires to be a workplace that reflects the diverse communities we serve and a culture that is inclusive and welcoming. Hiring people with different backgrounds, experiences, perspectives, and ideas is critical to innovation and to how we deliver great experiences for our users and our partners. Representation matters.

We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform job responsibilities, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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