IT Support Analyst

MKS Inc.; Heroica Nogales; Presencial; MXN 180.000 - 240.000; Jornada completa

Descripción de la vacante

MKS Inc. is seeking an Associate IT Support Analyst to partner with IT infrastructure teams and support our global end user base. You will report to the IT Associate Manager Field Service LATAM and resolve hardware, software, and network issues.

You will install, configure, and maintain computer systems, provide excellent user support, and document requests in a ticketing system. Strong English communication and teamwork across global teams are essential.

Formación

• Bachelor’s degree or equivalent and experience in building system solutions or business applications.
• At least 2 years of related IT support experience.
• Excellent customer service and written and spoken English.
• Experience supporting Windows 10/11 and Office 365 in an enterprise environment.
• Experience with Autopilot provisioning, Intune, Azure, Company Portal and Software Center.
• Experience managing tickets and SLAs using ServiceNow or similar ticketing systems.

Responsabilidades

• Provide technical support to end-users, resolving hardware, software, and network issues promptly.
• Diagnose and troubleshoot system and application problems, aiming for minimal downtime.
• Install, configure, and maintain computer systems, peripherals, and software.
• Document and track support requests using a ticketing system and ensure timely resolution.
• Assist in setup and support of IT equipment for meetings, presentations, and conferences.
• Maintain IT systems with routine updates and security best practices.
• Educate and train users on IT best practices to improve proficiency.
• Travel up to 10% between local buildings as needed for support.

Conocimientos

Customer service

Communication skills

Windows support

Office 365

Autopilot provisioning

Intune

Azure

Company Portal

Software Center

ServiceNow

Ticketing SLAs

Teamwork

English proficiency

Educación

Bachelor’s degree or equivalent

Herramientas

ServiceNow

Intune

Azure

Autopilot

Active Directory

Software Center

Company Portal

Descripción del empleo

A Day in Your Life at MKS:

As an Associate IT Support Analyst at MKS, you will partner with various IT infrastructure teams to support our global end user base. In this role, you will report to IT Associate Manager Field Service LATAM.

You Will Make an Impact By:

• Provide technical support to end-users, resolving hardware, software, and network issues promptly
• Diagnose and troubleshoot system and application problems, ensuring minimal downtime
• Install, configure, and maintain computer systems, peripherals, and software applications
• Document and track support requests using a ticketing system, ensuring all issues are logged and resolved in a timely manner
• Assist in the setup and support of IT equipment for meetings, presentations, and conferences
• Conduct routine maintenance and updates on IT systems to ensure optimal performance and security
• Educate and train users on best practices for using IT systems and applications, enhancing overall user proficiency
• Travel Requirements: Up to 10% of Travel is required between local buildings for support purposes as needed

Skills You Bring:

• Bachelor’s degree or equivalent and experience in building system solutions or business applications
• 2 years of related experience
• Excellent customer service and communication skills both verbally and in writing
• Experience supporting computers, mobile devices, printers, and their connected peripherals
• Experience supporting Windows 10, Windows 11, and Office 365 in an enterprise environment
• Experience with Autopilot provisioning, Intune, Azure, Company Portal, and Software Center
• Experience managing tickets and SLA’s using ServiceNow or similar ticketing systems
• Strong teamwork, collaboration, and interpersonal skills with the ability to work effectively across global and diverse teams.
• Strong organizational skills with the ability to manage multiple priorities in manufacturing or enterprise environment.
• Professional proficiency in English (written and spoken) required to effectively communicate with global customers and cross-functional IT teams.

Preferred Skills: (Optional)

• Experience supporting Dell computer hardware and their support processes in an enterprise environment
• Experience working within Active Directory (User account management, Group Policy)
• Experience with replacing/repairing rack mounted hardware (switches, servers, etc)
• Experience working in a production or warehouse environment

Physical Demands and Working Conditions:

• Perform activities such as sitting, standing, or typing for extended periods of time
• Regularly requires good manual dexterity and coordination
• Occasionally moves/positions objects up to 50 pounds
• Ability to remain in a stationary position for 50-75% of the time
• Must be able to communicate information and ideas so others will understand
• Must be able to exchange accurate information
• Operates in a professional office environment
• Constantly operates a computer and other office productivity machinery
• Ability to observe documents and details at close range (within a few feet of the observer)
• Noise level in the work environment is usually average
• Must be "on-call" and/or perform work outside of normal business hours or on weekends as needed