Senior IT Operations Analyst

Conduent; Hermosillo; Presencial; USD 30,000 - 60,000; Jornada completa

Descripción de la vacante

An established industry player is seeking a dedicated IT Support Specialist to deliver exceptional service in a dynamic environment. This role emphasizes strong communication skills and a customer service mindset, requiring candidates to have over five years of IT support experience. You will thrive in a culture that values individuality, helping to mentor junior agents while managing escalations effectively. If you are passionate about technology and enjoy problem-solving, this position offers the chance to make a significant impact while continuously growing your skills in a supportive team atmosphere.

Formación

• 5+ years of IT support experience in a corporate environment.
• Ability to communicate clearly and document escalations effectively.
• Experience in mentoring and guiding T1 agents.

Responsabilidades

• Provide end-user support and troubleshoot technical issues efficiently.
• Guide T1 agents and assist in complex cases as needed.
• Ensure accurate documentation and follow up on escalated cases.

Conocimientos

Fluent English

Customer Service Mindset

IT Support Experience

Excellent Communication Skills

Advance Troubleshooting

Leadership & Mentorship

Analytical Thinking

Problem-Solving

Ownership Mentality

Attention to Detail

Team Player

Adaptability

Herramientas

Microsoft Intune

Microsoft Azure

Active Directory

Networking Knowledge

ServiceNow

Windows OS

Microsoft 365

PowerShell

Bash

Descripción del empleo

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Mandatory Requirements

• Fluent English (Speaking & Writing) - Ability to communicate clearly with end-users and document escalations effectively.
• Customer Service Mindset – Prior experience in customer-facing IT support role is highly desired.
• 5+ Years of IT Support Experience – Providing End-User Support in a corporate environment.
• Excellent Communication Skills – Strong verbal and written skills to guide T1 agents and communicate technical issues concisely.
• Advance Troubleshooting & Multitasking – Ability to handle multiple escalations while diagnosing and resolving technical issues efficiently.
• Leadership & Mentorship – Capable of guiding and coaching T1 agents, assisting in complex cases, and fostering a team-oriented environment.
• Analytical Thinking and Problem-Solving – Ability to identify root causes and propose long-term solutions, not just quick fixes.
• Willing to rotate schedules monthly – To cover different shifts as required by operational needs.

Technical Skills (Preferred)

• Microsoft Intune – Experience with device management and endpoint security.
• Microsoft Azure – Familiarity with user management, conditional access policies, and basic cloud services.
• Active Directory – User and group management, password resets, and basic troubleshooting.
• Networking Knowledge - Understanding of basic network troubleshooting (DNS, DHCP, VPNs, firewalls, and connectivity issues).
• ServiceNow (or similar ITSM Tools) - Experience handling tickets, escalations, and change management.
• Windows OS & Microsoft 365 – Proficient in Windows troubleshooting, Office Suite, and collaboration tools.
• Scripting (Bonus) - Basic PowerShell or Bash scripting knowledge for automating repetitive tasks.

Soft Skills & Work Ethic

• Ownership Mentality – Takes initiative to resolve escalations effectively.
• Attention to Detail – Ensures accurate documentation and follows up on escalated cases.
• Team Player – Works well with T1 agents and other IT teams to improve overall service desk efficiency.
• Adaptability & Continuous Learning – Willing to learn new tools and methodologies to enhance IT support capabilities.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to [e-mail]. You may also click here to access Conduent's ADAAA Accommodation Policy.

At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.