Support Engineer

buscojobs España; Guadalajara; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

Omega CRM, a leading company in customer experience, is seeking a Support Engineer to handle technical issues and optimize technology adoption. The role involves collaborating with international teams, resolving desktop and network issues, and supporting projects. We offer a permanent contract with benefits including training, health insurance, and a flexible schedule.

Servicios

Flexible schedule

Home office options

Health insurance

Training and certifications

Formación

• Strong technical knowledge in Windows, Mac OS, Office 365, and mobile devices.
• Experience with call management systems and ITIL certification is a plus.
• Proficiency in English required.

Responsabilidades

• Analyze and resolve issues related to desktop environments and applications.
• Build and deploy hardware for new hires and manage support tickets.
• Collaborate with international support teams for cohesive assistance.

Conocimientos

Technical Knowledge

Problem Resolution

Communication

Collaboration

Educación

ITIL Certification

Herramientas

ServiceNow

SCCM

Descripción del empleo

Omega CRM is a Merkle & Dentsu company, leader in development of Customer Experience services, with over 20 years of experience in technology applied to marketing and customer relationship management, focusing on innovation. We are seeking a Support Engineer.

The role involves resolving onsite technical issues and requests that cannot be addressed remotely. It represents the Technology team in incident management, problem resolution, projects, and software delivery. The Support Engineer builds relationships with international support teams, consults with local business and leadership to evaluate support needs, and drives local optimization and technology adoption for end-user services.

Main Responsibilities :

• Analyze and resolve issues related to desktop environments, network applications, production applications, and hardware.
• Build and deploy hardware such as Windows and Mac laptops for new hires and upgrades.
• Support and maintain conference and meeting room equipment.
• Manage and resolve support tickets within SLA targets.
• Coordinate with third-party suppliers and escalate issues as needed.
• Collaborate with international support teams for cohesive support.
• Assist with projects like software upgrades, network improvements, and system imaging.
• Consult with business leaders to plan support strategies.
• Identify service issues and implement improvements through automation and self-service solutions.
• Support audits, certifications, GDPR activities, and local application support.

Professional Skills :

• Strong technical knowledge in Windows, Mac OS, Office 365, Teams, iOS, Android, hardware, peripherals, and mobile devices.
• Experience with call management systems like ServiceNow, conferencing tools, AV systems, SCCM, and basic networking.
• ITIL certification is a plus.
• Experience working in an international environment.
• Proficiency in English.

Additional Responsibilities :

• Requirements analysis, project design, effort estimation, and documentation.
• Support system security, performance, and project execution standards.

What We Offer :

• Permanent contract, flexible schedule, home office options.
• Training, certifications, health insurance, and benefits.
• Our commitment to social responsibility.

About Us :

Omega CRM, part of Merkle and Dentsu, is a global leader in customer experience, with over 23 years of expertise, a diverse team, and recognized leadership in the Salesforce ecosystem. We serve key industries with innovative, customer-centric solutions, emphasizing growth through talent and values like #Talent, #Flexibility, #Commitment, and #Innovation. We believe in growing together.

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