Service Desk Agent 2nd shift

Bombardier Recreational Products Inc.; Santiago de Querétaro; Presencial; MXN 120,000 - 240,000; Jornada completa

Descripción de la vacante

Una empresa innovadora busca un Agente de Servicio de Mesa que ofrezca soporte excepcional a los usuarios finales y colabore con equipos multifuncionales. En este rol, serás responsable de resolver tickets, brindar soporte a equipos de computación y garantizar la continuidad del servicio en un entorno de fabricación. Con un enfoque en la mejora continua, tendrás la oportunidad de trabajar con tecnologías de vanguardia y contribuir a la experiencia del cliente. Si eres un solucionador de problemas apasionado y te encanta trabajar en equipo, esta es tu oportunidad de unirte a un entorno dinámico y diverso que valora la innovación y la colaboración.

Formación

• 3 años de experiencia configurando y solucionando problemas de computadoras y periféricos.
• Educación técnica o universitaria en Ciencias de la Computación es esencial.

Responsabilidades

• Soporte regular a usuarios finales y resolución de tickets según SLA.
• Colaborar con otros equipos de TI para acelerar la entrega de servicios.

Conocimientos

Orientación al usuario y servicio

Trabajo en equipo

Resolución de problemas

Multitarea

Puntualidad

Protocolos de comunicación

Educación

Título técnico o universitario en Ciencias de la Computación

Herramientas

DELL

Ricoh

SCCM

Google Workspace

Zebra printers

Mobisys

Descripción del empleo

POSITION OBJECTIVE

BRP offers a career opportunity as Service Desk Agent; customer oriented, good collaboration with teammates, experience working with multi-functional teams, problem solving and analytical mindset. Tickets resolution following IT Operation Model.

YOUR KEY RESPONSIBILITIES

1. Regular end user support (Professionals)

   1. Adequately solve tickets according to agreed priority and in compliance with SLA.
   2. End user equipment support and troubleshooting (DELL [laptop, desktop, workstation], Ricoh [regular printers and MP], etc).
   3. Computer installation and setup (PXE boot).
   4. Standard BRP applications deployment (Through SCCM).
   5. Microsoft Office Suite.
   6. Google Workspace Office Suite.
   7. Google Meets hardware support.
   8. Wireless connectivity.
   9. Mobile devices configuration and support (Samsung & Apple).

2. Manufacturing Environment (commonly called Shop-Floor)

   1. Zebra printers (preventive and corrective maintenance along with LAN configuration [Wi-Fi]).
   2. Zebra scanners (preventive maintenance and configuration).
   3. Software configuration (Mobisys).
   4. Basic troubleshooting with infrastructure servers, network, and telecom asset equipment Shop floor support (Tier 2).
   5. Shop floor equipment installation.
   6. Shop floor apps installation (part of the configuration tool).
   7. Tablets installation, configuration and support.
   8. Weekly tapes backup and restore (when needed).
   9. Schedule preventive maintenance of manufacture devices.
   10. Continues Improvement: Ensure at all times to prioritize the necessary interventions on production operations in order to reduce, or even proactively eliminate, downtime and loss of vehicles.
   11. Receipt/validate and maintain all assets appropriately within the AM database in order to constantly reflect the condition of the equipment under its immediate responsibility.
3. Collaborate with other IT functional towers to speed up incident or service delivery according to ticket priority in compliance with SLA.
4. Periodically report progress and communicate or escalate any problem or risk requiring the immediate attention of the immediate supervisor. Report open tasks between shifts for IT Services continuity.
5. Initiate, maintain and develop all work instructions essential to the good maintenance of the services offered.
6. Participate in compliance with the QMS (Quality Management System) determined for their role in relation to the standard ISO 9001: 2015.
7. Comply with safety rules according to the function.
8. Comply in time planned training related to Quality and Training.
9. Identify and report any quality and compliance issues and support corrective actions.

SKILLS:

1. User and a services-oriented (make our culture unique, use our values: Passion, Drive, Ingenuity, Trust).
2. Good teammate (attend meetings, collaborate, maintain good relationship with colleagues).
3. Multi-tasking.
4. Computer troubleshooting.
5. Availability to work on the day shift, evening shift, and night shift.
6. Follow communication protocols to report emergency ticket status.
7. Punctuality.

Experience and Education:

1. Computer Science education technical or bachelor degree.
2. 3 years of experience configuring, building or troubleshooting computers, printers, scanners.

Language:

1. Fluent in Spanish written and verbal.
2. English (Speaking 50%, Writing 70%, Reading 90%).
3. Knowledge of French or German is an advantage.

LIFE AT BRP

At BRP, we have a visceral connection to our consumers, one created from a shared passion for the Ultimate Ride. Our teams have a unique ability to develop market-shaping products and services that move people physically and emotionally.

Distributed throughout more than 100 countries, our product line-up includes Ski-Doo and Lynx snowmobiles, Sea-doo watercraft, side-by-side all terrain vehicles, Can-Am Spyder roadsters, Evinrude marine propulsion systems, marine propulsion systems and motors for Rotax karts, motorcycles, and small planes, as well as a full line-up of parts, accessories, and clothing.

Our 10,000 employees make up a big family of diverse cultures who all share a common value: innovation. Our people are passionate and qualified; by joining BRP, you will evolve at the heart of an experienced team that will welcome you with open arms.

www.brp.com

Follow us on:

LinkedIn @BRP
Twitter @BRPnews
YouTube @CommunicationsBRP