IT Support First Level (m/f/d) for Service Desk

Valeo IT; Región Centro; On-site; MXN 223,200 - 279,000; Full time

Job summary

Valeo IT seeks candidates for an IT support role in Mexico, Jalisco. The position involves managing IT requests, supporting end-users through various tools, and ensuring high service quality.

Applicants should have experience in customer support, familiarity with Windows Clients, and the ability to troubleshoot Office 365. Candidates demonstrating proactive communication and teamwork are highly valued.

Qualifications

• Experience in SD/Customer Support.
• Understanding Azure AD.
• Troubleshooting Windows Clients (7, 8, 10).

Responsibilities

• Handle IT requests and incidents.
• Support the end-user via telephone and remote tools.
• Document work carried out and update the knowledge base.

Skills

Proactive and open communication

Troubleshooting Office 365

Understanding Active Directory

Basic knowledge in network management

Job description

Language skills: Spanish, English

• Manage Handling IT requests and incidents, including identification, documentation, categorization, and prioritization, as well as providing initial support according to defined procedures to ensure service quality.
• Support the end-user through telephone and remote support tools.
• Analyze from problems and providing initial solutions or workarounds for end-user requests and incidents.
• Capture from requests and incidents in a standardized ITSM platform.
• Ensure the correct categorization and prioritization of incoming requests.
• Forward from tickets to other support groups, when necessary, to ensure resolution.
• Perform from service requests, such as password resets.
• Communicate and Escalate from problems to functional or hierarchical positions as needed.
• Document the work carried out and continuous Update the knowledge base.
• Solve of complaints and escalations, if possible.
• Communicate with other departments and Forward relevant information completely and in a timely manner.
• Compliance of the company's and the customer's internal regulations and work instructions.

• Experience in SD/Customer Support
• Proactive and open communication
• Troubleshooting Office 365
• Windows Clients (7, 8, 10)
• Understanding Active Directory
• Understanding Azure AD
• Understanding Group Policy
• Basic knowledge in network management

• Erfahrung im SD/Customer Support
• Proaktive und offene Kommunikation
• Fehlerbehebung in Office 365
• Windows-Clients (7, 8, 10)
• Verständnis von Active Directory
• Verständnis von Azure AD
• Verständnis von Gruppenrichtlinien
• Grundlegendes Wissen im Netzwerkmanagement