Subcontractor

Birlasoft Limited; México; On-site; MXN 180,000 - 240,000; Full time

Job summary

Birlasoft Limited in Mexico is seeking an IT Support Specialist to handle international customer support, troubleshoot hardware/software/network issues, and ensure proper use of systems. The role requires hands-on experience with ITIL concepts, O365 and AD, and the ability to work with limited supervision.

The ideal candidate will have a Bachelor’s degree in an IT-related field or equivalent experience, excellent communication skills, and the capacity to adapt to flexible shifts in a dynamic

Qualifications

• Bachelor’s degree in IT or equivalent experience.
• Excellent communication skills.
• Hands-on experience handling international customers, with strong customer service.
• Expert understanding of computer hardware, software and networking principles to troubleshoot issues.
• Responding to IT support requests via phone, chat and email.
• Downloading, installing and configuring software to meet user requirements.
• Ensuring correct use of applications, networks and equipment.
• Testing and updating existing software.
• Escalating advanced IT support cases.
• Maintaining IT documentation including network and user details.
• Documenting records of actions taken.
• Fixing hardware issues and coordinating replacement of equipment and peripherals.
• Ensuring computer networks’ optimal performance.
• Ability to work flexible shifts and to adapt to changing work schedules.
• Prior knowledge of working in a Support Center or Service Desk environment.
• Analyzing issues and determining correct software or hardware solutions.
• Understanding of ITIL concepts or ITIL foundation certified.
• Understanding of Microsoft applications, O365 & AD.
• Should be able to work independently or with limited supervision.

Responsibilities

• Provide IT support to international customers via phone, chat and email.
• Download, install and configure software to meet user requirements.
• Ensure correct use of applications, networks and equipment.
• Test and update existing software.
• Escalate advanced IT support cases.
• Maintain IT documentation including network and user details.
• Document records of actions taken.
• Fix hardware issues and coordinate replacements of equipment and peripherals.
• Ensure computer networks’ optimal performance.
• Ability to work flexible shifts and adapt to changing work schedules.
• Prior experience in a Support Center or Service Desk environment.
• Analyze issues and determine correct software or hardware solutions.
• Understand ITIL concepts or ITIL foundation certified.
• Understand Microsoft applications, O365 & AD.
• Work independently or with limited supervision.

Skills

Communication skills

International customer support

IT troubleshooting

Hardware basics

Software troubleshooting

Independent work

Adaptability

Understanding of ITIL concepts

Education

Bachelor’s degree in IT related field

Tools

O365 & AD

Job description

Area(s) of responsibility

Mexico

International Support experience is must.

- Bachelor’s degree in IT related field or equivalent experience

- Excellent communication skills

- Hands on experience Handling International customer, strong customer service skills

- Use an expert understanding of computer hardware, software & networking principals to troubleshoot issues

- Responding to IT support requests over the phone, chat & email

- Downloading, installing, and configuring software to meet user requirements.

- Ensuring correct use of applications, networks and equipment

- Testing and updating existing software

- Escalating advanced IT support cases

- Maintaining IT documentation including network and user details

- Documenting records of actions taken

- Fixing hardware issues including co-ordinations for replacing equipment and peripherals such as computers, terminals, network & server devices

- Ensuring computer network’s optimal performance

- Ability to work flexible shifts and to adapt to changing work schedules.

- Prior knowledge of working in a Support Center or Service Desk environment

- Analyzing issues and determining correct software or hardware solutions

- Understanding of ITIL concepts or ITIL foundation certified

- Understanding of Microsoft applications, O365 & AD

- Should be able to work independently or with limited supervision