Technical Representative, IT Operations (TCF) - Bilingual

Concentrix; Estado de México; Presencial; MXN 391.000 - 614.000; Jornada completa

Descripción de la vacante

Concentrix in Mexico City is seeking a Sr. Technical Representative, IT Operations to provide first-level IT support, incident and change management, and ensure SLA-based resolution. You will handle network outages and support Windows and Mac OS environments.

The role reports to the Network Engineering Team and requires bilingual English/Spanish communication, a Diploma or ongoing Computer Science studies, and at least 1 year in IT technical support.

Formación

• Diploma or currently studying Computer Science or related field.
• B2/B2+ English proficiency.
• At least 1 year of IT technical support experience.
• Knowledge of Windows & Mac OS network configuration.
• Knowledge in PC maintenance and PC repair.
• Knowledge managing DNS and Active Directory.

Responsabilidades

• Troubleshoot connectivity issues and network problems.
• Support Windows and Mac OS environments and software.
• Provide first-level IT support and manage incidents visually within SLAs.
• Escalate complex issues to appropriate teams when needed.
• Maintain IT records and assist with branch builds and upgrades.
• Explain technical issues clearly and provide step-by-step instructions.

Conocimientos

Bilingual English/Spanish

Windows & Mac OS networking

DNS & Active Directory

Hardware & software support

Customer-focused IT support

Educación

Diploma or CS study

Descripción del empleo

Job Title

Technical Representative, IT Operations (TCF) - Bilingual

Job Description

We’re Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.

Join us and be part of this journey towards greater opportunities and brighter futures.

We are looking for a Sr. Technical Representative, IT Operations to provide first-level support for network outages and network-related projects. The role will be responsible for daily network activities, including incident and change management, ensuring that end-user requests are handled and resolved within defined SLAs. The position will report to the Network Engineering Team.

The Sr. Technical Representative will also provide technical support to the organization's staff, maintaining, analyzing, and troubleshooting computer systems, hardware, software, and peripherals. The role will also require escalating issues when necessary to ensure tickets and incidents are resolved according to established SLAs.

Requirements

• Diploma or studying Computer Science or any related career.
• B2/B2+ English Proficiency.
• At least 1 year of experience in similar positions - IT technical support.
• Knowledge in the management of Windows & Mac OS network configuration.
• Knowledge in PC Maintenance.
• Knowledge in PC Repair.
• Knowledge managing DNS and Active Directory.

Responsibilities

• Troubleshoot connectivity issues:
• Network
• File Shares
• Software
• Support operation of Operating Systems (Windows and Mac OS).
• Deal with hardware and application support queries and issues reported to the support desk and escalated to the IT Operations Engineers.
• Escalate issues and involve experts wherever required to resolve issues as quickly as possible.
• Work with other IT team members regarding new branch builds and upgrades.
• Maintain and demonstrate a general knowledge of company guidelines and procedures.
• Maintain IT records and tracking for your responsibilities.
• Use tools and methodologies to load, copy and customize operating system configurations for deployment.
• Ensure that supported customer completes the approved work request with the date and time of submission.
• Resolve third-tier technical hardware and software issues.
• Monitor server and network performance; assist with system initiatives, performance and process improvement, implementation, and assigned projects.
• Redirect/escalate problems to appropriate resources.
• Track hardware and software inventory.
• Explain technical issues in a clear and simple way and giving step-by-step instructions.
• Provide and accurate customer feedback and recommending new products.
• Maintain system functionality by testing computer components.
• Achieve computer stem objectives through collecting relevant data, identifying and evaluating options and suggesting a course of action.
• Complete all assigned, mandatory training within the timeframe provided.
• Conduct and/or participate in regularly scheduled 1:1 meetings with your direct manager and/or direct reports.

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