IT Technician

Corning Inc.; Reynosa; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

Corning Inc. is seeking an IT Helpdesk or Service Desk professional to join their team in Reynosa, Mexico. This role involves providing technical support for IT devices, managing tickets, and ensuring compliance with company procedures. Ideal candidates will have a degree in IT and a minimum of 2 years of relevant experience. This position offers a comprehensive benefits package and opportunities for career growth.

Servicios

100% company-paid pension benefit

401(k) plan with company matching contributions

Medical, dental, and vision benefits

Company-wide bonuses and recognition program

Formación

• Minimum of 2 years of IT Helpdesk or Service Desk experience.
• Must be fluent in English, with the ability to read, write, and comprehend.
• Experience resolving Outlook issues and troubleshooting Windows.

Responsabilidades

• Respond to user calls, chats, and tickets promptly.
• Manage tickets effectively using ServiceNow.
• Maintain communication with users regarding ticket status.

Conocimientos

Customer service experience

Strong technical abilities

Strong organization and planning skills

Interpersonal skills

Fluency in English

Educación

Bachelor or technical (TSU) degree in IT or related areas

Herramientas

ServiceNow

Microsoft O365

Cisco VPN

LogMeIn

Citrix

Descripción del empleo

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The company built on breakthroughs.
Join us.

Corning is one of the world’s leading innovators in glass, ceramic, and materials science. From the depths of the ocean to the farthest reaches of space, our technologies push the boundaries of what’s possible.

How do we do this? With our people. They break through limitations and expectations– not once in a career, but every day. They help move our company,and the world, forward.

At Corning, there are endless possibilities for making an impact. You can help connect the unconnected, drive the future of automobiles, transform at-home entertainment, and ensure the delivery of lifesaving medicines. And so much more.

Come break through with us.

To provide support of authorized IT Devices for business use in connection with Corning IT platforms, resources, services and systems in serving the operational interests of the company. Perform as part of the Service Desk (SD) team, serving as a single point of contact for the user community providing effective, timely troubleshooting and resolution to common issues and requests, or ticket routing to specialized or advanced level support

Key Responsibilities

• Responds courteously and promptly to user phone calls, live chats, incoming tickets and other assigned service channels
• Effectively use ServiceNow to manage tickets throughout their lifecycle
• Contribute towards meeting or exceeding SD metrics, targets and goals
• Follows all Corning IT policies and documented processes including Incident Management, Request Fulfillment and Knowledge Management.
• Execute Knowledge Base (KB) articles to provide effective and timely analysis, troubleshooting and accurate resolution/routing of technical incidents and requests. Provide KB feedback to improve articles.
• Interact with vendor for technical support to ensure effective resolution of 3rd party services.
• Actively maintain tickets according to processes and within established SLAs. This includes the timely update of tickets to track all troubleshooting performed and communications with users, vendors, and other IT teams. Proactively initiate ongoing communication with end users, via phone, chat, and email, to continuously manage expectations.
• Monitor the queue and action or route tickets.
• Inform leadership of broader issues impacting users or the team
• Interact with teammates throughout the day to share information and knowledge
• Fulfill all administrative requirements on-time
• Answer, respond to and route Corporate Calls as needed

Experiences/Education - Required

• Bachelor or technical (TSU) degree in IT or related areas.
• A minimum of 2 year of IT Helpdesk or Service Desk experience-
• Worker will be assigned to a shift once the training period is complete.
• Currently Hiring for :
• Thursday to Sunday 6:30am to 6:30pm
• Monday to Friday 3:30pm to 11:50pm
  
  
• Customer service experience, preferably in a call center environment
• Strong technical abilities, including knowledge and skill with computers and mobile devices
• Strong organization, and planning skills, with ability to handle changing priorities
• Interpersonal skills, empathy, patience, and ability to communicate clearly
• ServiceNow or similar ticket management tool (prefered)
• Must be fluent in English, with the ability to read, write, and comprehend (a test will be conducted)
• Microsoft-based applications, with emphasis on Windows 11, Microsoft O365, Teams, etc.
• Experience with call management software such as Finesse or similar
• Quality / documentation experience
• Familiarity with Microsoft Azure.
• Active Directory Administration
• Experience resolving Outlook issues such as mail file size and data files (.ost)
• Experience with Windows troubleshooting including monitor display issues, printing, connectivity, etc.
• Configuration & distribution of corporate mobile devices
• Troubleshooting Cisco VPN and Pulse clients
• Facilitating Citrix connectivity
• Remediating Symantec Endpoint Protection
• LogMeIn remote connection/utilization or similar tool
• Altiris Deployment of software
• Edge and Google Chrome support
• Installation/configuration of various Adobe products /Software
• Account migrations (within & cross-domain)
• Nexthink Experience

This position does not support immigration sponsorship.

A job that shapes a life.

Corning offers you the total package.

Your well-being is our priority. Our compensation and benefits package supports your health and wellness, financial, and career from day one

• As part of our commitment to your financial well-being, we provide a 100% company-paid pension benefit that grows throughout your career. We also offer a 401(k) savings plan with company matching contributions.
• Our health and well-being benefits include medical, dental, vision, paid parental leave, family building support, fitness, company-paid life insurance, disability, and disease management programs.
• Company-wide bonuses and long-term incentives, align with key business results and ensure you are rewarded when the company performs well – when Corning wins, we all win.
• Getting paid for our work is important but feeling appreciated and recognized for those contributions motivates us much more. That’s why Corning offers a peer-to-peer recognition program to celebrate success by recognizing colleagues who demonstrate above-and-beyond behaviors.

We prohibit discrimination on the basis ofrace, color, gender, age, religion, national origin, sexual orientation, gender identity or expression, disability, veteran status or any other legally protected status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To request an accommodation, please contact us at [e-mail] .