IT Service Desk Agent

ScottsMiracle-Gro; Ecatepec de Morelos; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading gardening company in Ecatepec de Morelos is seeking a dedicated technical support specialist to provide first-line support to end-users. This role involves troubleshooting hardware and software issues, utilizing tools such as ServiceNow, and documenting solutions. The ideal candidate should have a High School diploma, relevant certifications, and effective communication skills in English. Join a dynamic team focused on growth and opportunities for development.

Formación

• 0-2 years of experience in technical support preferred.
• Basic troubleshooting skills required.
• Effective verbal and written communication skills in English.

Responsabilidades

• Provide first-line technical support to end-users.
• Troubleshoot and resolve hardware and software issues.
• Document troubleshooting procedures for common issues.

Conocimientos

Technical Support

Troubleshooting

Collaboration

English Proficiency

Educación

High School Diploma or GED

CompTIA A+ Certification

CompTIA Security+ Certification

Herramientas

ServiceNow

Descripción del empleo

Overview

Here at Scotts Miracle-Gro there is no such thing as a typical day. Our culture is constantly energized by new and exciting growth opportunities and at a rapid pace. Below are details on an open job. If the role interests you and you would like to be considered we encourage you to apply!

Responsibilities

• Provide first-line technical support to end-users via phone, email, or chat.
• Troubleshoot and resolve hardware and software issues efficiently.
• Escalate complex technical issues to senior support staff or relevant teams.
• Support users through the resolution of self-service or agent created incidents.
• Properly categorize and prioritize incidents in ServiceNow.
• Monitor and track the resolution progress, ensuring timely updates to users.
• Escalate incidents to Tier 2/3 teams as applicable and in accordance with documented policies.
• Assist with the submission of service requests for end-users, either through self-service promotion or on behalf of users as applicable.
• Provide updates to service requests for users as requested.
• Escalate service requests for users in accordance with task escalation policy.
• Document troubleshooting procedures and solutions for common issues in knowledge articles.
• Continuously update documentation to reflect changes in systems and processes.

Qualifications

• High School (HS) or General Equivalency Diploma (GED).
• Desired: CompTIA A+ or greater, CompTIA Security+ or greater.
• 0 - 2 Years of experience preferred.
• 1 - 2 years experience in an IT Service Desk or related role.
• Basic troubleshooting skills.
• Proficiency in utilizing ServiceNow or similar platform.
• Effective collaboration skills.
• Advanced in English for effective verbal and written communication.

Additional Information

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Scotts is an EEO Employer, dedicated to a culturally diverse, drug free workplace.

EEO / AA Employer / Minority / Female / Disability / Veteran / Sexual Orientation / Gender Identity

Notification to Agencies: Please note that the Scotts Miracle-Gro company does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Master Service Agreement, and specific approval to submit resumes to an approved requisition, the Scotts Miracle-Gro company will not consider or approve payment regarding recruiter fees or referral compensations.