Specialist, Info & Service Desk

Element Fleet Management México; Estado de México; On-site; MXN 334,800 - 502,200; Full time

Job summary

Una empresa de gestión de flotas busca un profesional para gestionar redes y ofrecer soporte técnico a empleados y usuarios en México. Las responsabilidades incluyen instalación de equipos, soporte remoto y monitoreo de la red. Se requiere un título en tecnologías de la información y habilidades de comunicación. La posición ofrece una oportunidad para colaborar en un entorno dinámico y asegurar un servicio de alta calidad a los clientes.

Qualifications

• Proficiencia en inglés obligatoria.
• Conocimientos de software de ayuda y métricas.
• Fuertes habilidades de atención al cliente.

Responsibilities

• Configurar e instalar imágenes de dominio en equipos y dispositivos móviles.
• Proporcionar soporte a usuarios en todas las oficinas de México.
• Monitorear el rendimiento e integridad de la red.

Skills

Proficiencia en inglés

Conocimientos de software de mesa de ayuda

Habilidades de comunicación

Habilidades avanzadas de solución de problemas

Orientación al servicio al cliente

Education

Título de BS en Tecnología de la Información, Ciencias de la Computación o equivalente

Job description

Responsible of setting up and maintaining computer networks within an organization. Offer support to users (internal users, customers, and suppliers), and troubleshoot any problems that arise within and SLA framework.

Ensure the integrity of high availability of network infrastructure (computer, voice, firewall) to provide maximum performance for users, partnering with its peers in North America.

Train new hires on the use of their technology work tools, along with the preparation, assignation and recovery of the IT assets from the employees for the company.

To provide technical support to users in an efficient and accurate manner assuring user value is maintained to the standards set in the company.

Identify and propose technological improvements to user devices and office IT equipment.

Duties

• Configure and install Element domain image to computer and mobile equipment and peripherals under Element standards and processes
• Provide onsite and remote support to all Mexico offices users for computer and utility software related issues
• Ensure proper recording, documentation, and closure of onboarding and offboarding processes with employees of their IT assets assigned/decommissioned
• Tracking, routing, and redirecting problems to the internal IT teams (local or abroad) to correct issues and fulfill IT request
• Configure and install personal computing software and peripherals, help in the installation and configuration of servers, routers, switches and other network or telecom devices
• Monitor network performance and integrity, troubleshooting network problems and outages. Give Support to Site assets and ensuring high availability
• Collaborating with the L1, L1.5 and L3 support teams from DSS, Telecom, Network, Servers, Data and Applications teams
• Responsible for the IT equipment and spare parts inventory in Mexico. Safeguarding, usage, warranties, and recovery of the equipment for use by the Element employees

Education and Experience

• Proficiency in English
• Working knowledge of help desk software, metrics, and service management
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• High customer service orientation
• BS degree in Information Technology, Computer Science or equivalent