IT Field Services Technician

Kerr Dental; Umán; Presencial; MXN 432,000 - 605,000; Jornada completa

Descripción de la vacante

A leading dental technology company located in Mexico is seeking an IT Support Specialist to deliver second-level support for employees across locations. The role requires strong troubleshooting skills and the ability to manage technical issues related to PCs and networks. A Bachelor's degree or equivalent experience is preferred. This is an opportunity to work in a collaborative environment, ensuring minimal downtime and maximizing productivity across the organization. Competitive salary and professional development opportunities offered.

Servicios

Professional development opportunities

Collaborative work environment

Formación

• Fluent in English and the local language.
• Ability to troubleshoot a variety of IT problems effectively.
• Experience with PC configuration and maintenance.

Responsabilidades

• Provide second-level IT support for all employees in various locations.
• Install, configure, and maintain Windows PCs/laptops and peripherals.
• Resolve IT issues via ticketing systems and maintain confidentiality.

Conocimientos

Technical problem-solving

Communication

Customer service

Teamwork

Troubleshooting IT issues

Educación

Bachelor's degree or associate degree with four years of experience

Herramientas

Microsoft Dynamics

SAP

Oracle

Descripción del empleo

Job Description

Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. Manages and deploys internal.

Provides second-level IT support for all employees at Envista, both locally and globally. This includes production areas, distribution areas, and HQ offices. Responsible for PC configuration, imaging, ongoing system updates, and maintenance. Handles LAN/WAN network troubleshooting and vendor coordination. Additionally, this role involves supporting various third-party applications such as Microsoft Dynamics, SAP, Oracle, among others. Will support and train Field Services Technicians and Engineers. end user technologies (e.g., SharePoint).

Job Requirements

Essential Duties and Responsibilities

• Deliver professional support in-person, by phone, and in writing.
• Listen actively, use critical thinking, and prioritize requests.
• Maintain confidentiality and communicate updates clearly.
• Resolve or elevate issues via ticketing system.
• Support LAN, VPN, Citrix, email, and enterprise applications.
• Install patches, remove malware, and perform preventive maintenance.
• Install, configure, and maintain Windows PCs/laptops and peripherals.
• Manage Active Directory accounts and ensure security consistency.
• Translate documents and deliver regional employee training.
• Perform second-level troubleshooting for hardware, software, and networks.
• Configure and install VOIP phones and mobile devices.
• Document equipment setup and deployment; recycle old hardware.
• Maintain local IT inventory and assist with yearly budget planning.
• Develop, quote, and purchase hardware configurations.
• Create and maintain documentation and knowledge base articles.
• Participate in regional IT projects and VOIP team calls.
• Patch data drops and assist with LAN hardware/cabling installations.
• Understand and troubleshoot DHCP and IP-related issues.
• Handle assigned tasks independently and perform other duties as needed.

Competencies

• Sense of Urgency – Must understand and direct the team to address issues by the required SLA timeline. There are times where critical business functions depend on IT products and services working as soon as possible.
• Communication – There are always multiple activities and projects working simultaneously where clear and concise communication is necessary to avoid confusion.
• Customer Focus – The IT Field Services Support team exists to support our customers, the internal computer users. We will provide the level of service that insures as little down time as possible for the business.
• Teamwork – The IT team consists of several local and remote resources where a team atmosphere is of the utmost importance to be able to work as one group.
• Soft Skills – The ability to engage customers verbally in a professional manner.
• Self-Starter – The ability to be sufficiently motivated or ambitious to start a new task or project independently.

Education and Qualification

• Knowledge of computer hardware and software
• Ability to troubleshoot and correct a wide array of IT enterprise user problems.
• Ability to receive and utilize training proficiently to implement in the work environment.
• Bachelor’s degree or associate degree with four years of experience or six years related experience and/or training.

Language Ability

• Fluent in the local language and in English.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, reference materials and procedure manuals.
• Ability to write reports and correspondence.
• Ability to speak effectively before groups.

Math Ability

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, per centages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Computer Skills

To perform this job successfully, an individual should have knowledge of troubleshooting a PC environment, Internet software, spreadsheet and word processing software, operating systems, advanced knowledge of computers, networking and peripheral hardware.

Certificates, Licenses, Registrations

Desirable but not required MCSE, A+, Network +, CCNA

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is frequently required to sit. The employee is frequently required to walk. The employee is occasionally required to lift up to 50 pounds / 23 KG.

Personal Trait Profile

• Self-sufficient
• Enthusiastic
• Team orientation (knows when to lead and when to follow)
• Lives the “continuous improvement” philosophy and can drive change successfully.
• Logical and creative thinker
• Poised, strong personal impact.
• Confident
• Ability to influence others – credible.
• Ability to articulate the EBS philosophy.
• Facilitation skills

Operating Company

Kerr