Mes (Manufacturing Execution Systems) Support - Guadalajara, México - Koch Industries

Descripción

• Support Analyst is responsible for the acceptance, triage and resolution of internal/external customer reported incidents.
• He / She will perform preliminary investigation and resolve incidents, update tickets with status and work with other sections of the business on delivering/deploying workarounds and patches as applicable.
• Gain an intimate knowledge of the client's implementation and critical business processes.
• Ability to understand, analyze and resolve customer issues and requests in an expedient manner, using knowledge base documents and troubleshooting and communication skills.
• Communicate regularly with customer and internal resources on status of incident as per accepted guidelines
• Provide knowledge transfer & training within the team, share best practices, and create/update knowledge articles to enhance the quality and efficiency of incident/request work.
• Create and update self help knowledge documents to increase customer satisfaction and deflect incidents from the support team.
• Ultimately responsible for resolution of all incidents opened by the customer
• Willing to support on call during weekend.
• Must be of IT background and should have software technical knowledge
• Good to have domain knowledge of manufacturing / MESWho We Are**At Koch, employees are empowered to do what they do best to make life better.