Sr. Service Desk Analyst - Monterrey, México - DYOPATH

DYOPATH

Empresa verificada

Monterrey, México

hace 3 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

TITLE:
Sr. Service Desk Analyst

LOCATION:
Monterrey, MX - REMOTE/HYBRID

STATUS:
Full-Time with Benefits

MONTHLY SALARY (MXN): 19K - 23K depending on experience

SHIFTS:

Monday - Friday: 12:00AM to 8:00AM

Monday - Friday: 6:30AM to 3:30PM

Monday -Friday: 7:30AM to 4:30PM

Monday - Friday: 8:00AM to 5:00PM

REQUIRED:
Advanced experience with Active Directory and Exchange Admin

_During Training - Schedule will be Monday - Friday, 8 AM - 6 PM. Training usually lasts 2-4 weeks, depending on progress_

Job Summary:

About Us:

DYOPATH, a leading Managed Service Provider (MSP) was founded to empower organizations by delivering trusted IT solutions. At DYOPATH we pursue both purpose and success, knowing one will ultimately lead to the other. Our core values foster a culture that promotes accountability, excellence, exceptional customer service and sustainability. Our team is passionate, fun, creative and courageous in communications.

Essential Job Duties:

Perform enduser technical support, troubleshooting, and tuning for end user hardware and systems, peripheral hardware (i.e. printers/copiers, etc.) and initial triage for client network environments
Coordinate with multiple support teams and vendors if escalation is necessary to achieve resolution
Supports the team process and participates on crossfunctional teams
Understand and implement security best practices and work with security specialists to minimize vulnerabilities
Respond to network and server alerts to ensure maximum up time of identified devices
Understand and comply with all contractual SLAs, policies and procedures
Exercises discretion and independent judgment when dealing with client requests, incidents and feedback
Build credibility and trust with client customers and departments by providing solutions to inquiries and problems. This includes maintaining relationships with customers by understanding their needs
Analyzes and recommends alternative solutions to meet customer needs
Identifies areas of opportunity to improve communications and efficiency of operation to improve customer satisfaction
Create and maintain documentation to build knowledge and provide training when necessary
May be required to take afterhours on call support as necessary
Complete other duties as assigned

Required Skills:

Experience supporting and administration of VPN clients
Alert Monitoring
Crisis Management
Demonstrate success supporting clients remotely via phone, remote control tools
Experience using ticketing software such as ServiceNow, Cherwell or Remedy and demonstrate expert knowledge of incident management and ticket documentation
Solid familiarity supporting multifunction printers remotely
Experience imaging and deploying new and replacement laptop and desktop equipment
Ability to perform server patching and pre/post activities
Diagnose and troubleshoot VOIP and telephony issues

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Extensive experience supporting Windows, MS Office, including Office 365:

Intermediate experience with server and network related issues
Ability to touch type minimum of 60 WPM
Excellent communication, interpersonal and critical thinking skills previous experience supporting Executives (VIP "white glove" support)
Multitasking abilities

Qualifications:

Required Education: High school diploma, college graduates preferred
Required Experience: The minimum experience for this position is 23 years of relevant experience in incident management and support.

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Must have advanced experience supporting and administering MS Exchange, including Exchange 365:

Must have advanced experience with Azure AD and Active Directory account maintenance, group membership changes, distribution groups, OU management and other AD functions

Working Conditions /Physical Effort: