Information Technology Support Specialist

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

The ITPS Analyst ensures service level agreements for IT systems and function are met including workstations, phones, servers, networking equipment, network connected lab and plant equipment, etc. They coordinate and communicates Global IT system outages and supports the plants through down time. This role works closely with many Global IT teams and business units to support technologies critical to plant and business applications and their performance, availability, and security.

Technical:

• Provides support and follow-up to partners with hardware, phone, or other identified IT support items or process issues.
• Identifies and addresses trends in support issues and corrects the root cause or works with the right team to do so.
• Diagnoses, repairs, installs, performs, or facilitates upgrades on IT supported software and hardware according to company’s standard operating procedures.
• Focuses on proactive support and directing that work to the proper support teams.
• Maintains communications with partners during the resolution process, while ensuring there is ownership of the issue.
• Utilizes the Service Management tool to enter, issues and requests. Updates until complete.
• Communicates system outages to those affect at assigned plant(s).
• Rolls out new processes, hardware, or software.
• Works with contractors and engineers to ensure company's policies are understood and followed.
• Provides 24x7-support for plant/region as needed.

Skills:

• Ability to communicate effectively – written and verbal. English, Spanish and Portuguese is required.
• Excellent customer service skills and positive attitude.
• In depth knowledge of MS Office applications.
• Be able to handle multiple tasks simultaneously and be able to prioritize tasks and projects based on business needs.
• Be able to influence in order to make improvements.