IT Support Analyst

Robert Bosch Group; Región Centro; Presencial; MXN 350.000 - 520.000; Jornada completa

Descripción de la vacante

Robert Bosch Group in Mexico is seeking an IT support specialist to provide Tier 2 support for facility computer systems and peripherals. The role requires hands-on hardware troubleshooting, on-site diagnosis, and collaboration with local management to translate business needs into IT solutions.

You will handle incidents and requests, manage assets, and train staff on standard IT operations while ensuring high customer service quality in a regional context.

Formación

• Strong IT hardware knowledge and hands-on troubleshooting.
• Ability to read and follow technical manuals and process docs.
• Experience supporting facility computer systems and peripherals.

Responsabilidades

• Provide Tier 2 support for facility computer systems, computers and peripherals.
• Install, diagnose, maintain and upgrade hardware to ensure optimal performance.
• Interface with local management and end users to represent the central IT organization.
• Perform on-site diagnosis and resolution of moderate PC problems; recommend actions.
• Manage incidents/requests, change and asset management via corporate tools.
• Receive and respond to calls/emails regarding PC/hardware problems.
• Train and support customers and staff on computer operation and training courses.
• Collaborate with internal departments to gather requirements and translate to IT solutions.
• Show strong communication and teamwork in a diverse environment.

Conocimientos

Tier 2 support

Troubleshooting

Customer service

Microsoft Office

Network basics

Herramientas

MS SCCM

Descripción del empleo

Bosch was founded in Stuttgart in 1886 by Robert Bosch (1861-1942) and for over 130 years has
been distinguished by a unique corporate culture based on solid values that drive us to improve every day. Our products, present in a wide variety of lands, contribute to improve the quality of life of millions of people.

• Provide Tier 2 support for facility computer systems, computers and peripherals. Installing, diagnosing, maintaining and upgrading/replacing hardware while ensuring optimal performance. Represent the central IT organization at the locations within the region and act as an advocate for the customer within IT.
• Interface with local management and end users to represent the central IT organization
• Solution consulting and project participation
• Perform on-site diagnosis and resolution of moderate PC problems for a variety of customers, recommend and implement corrective actions, ensure accurate asset management
• Manage and respond to incident/requests, change and asset management through the use of corporate wide tool.Receive and respond to incoming calls and/or emails regarding PC and/or hardware problem
• Interface with, and provide training and support to customers and staff on computer operation and defined suite of training courses as published by local HR department
• Perform on-site analysis, diagnosis, and resolution of moderate PC problems for a variety of customers, and recommend and implement corrective hardware solutions, including off-site repair as needed
• Business consulting with internal departments. Gather requirements from our customers and bring back to the central teams to find a solution to meets the customer’s needs.
• Strong Technical knowledge of IT client hardware.
  • Hands on troubleshooting experience.
  • Able to read and understand technical manuals, procedural/process documentation
  • Elevated technical knowledge of network and PC hardware
• Knowledge of Microsoft Office products, understanding of software distribution systems (MS SCCM)
• Ability to work in a diverse, team-oriented, and collaborative environment
• Able to serve as business advisor/consultant and as knowledgeable resource for others.
• Good understanding of local, regional and global business requirements and the ability to translate them into IT solutions for the business.
• Effective interpersonal, written and oral communication skills.
  • Able to present ideas in a user-friendly language to all levels of the organization.
• Ability to gather customer requirements across a broad variety of IT topics. Not necessarily within the associates technical specialties.
• Strong capacity to analyze complex situations and provide solutions
• Ability to effectively prioritize and execute tasks in a high pressure environment.
• Exceptional customer service orientation.
• Ability to work in a team-oriented, collaborative environment

Bosch is constantly expanding their international presence, since for us cultural diversity represents one of our greatest strengths. We are continuously promoting the growth of our more than 13,000 associates, who develop their full potential in one of the highest quality companies in technology. We value the balance between personal and work life as one of the main tools to improve the creativity and productivity of our associates.