Service Desk Tech Ii - Ciudad de México - CompuCom Systems, Inc.

CompuCom Systems, Inc.

Empresa verificada

Ciudad de México

hace 1 semana

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Why CompuCom? (Overview):
CompuCom provides powerful, game-changing technology solutions that are mobile, reliable and easy-to-use, allowing your business to compete like never before

Our associates are what make us different. We've built a diverse, results-driven culture, centered on our commitment to excellence, caring, and inclusion.

What We Need & What You'll Do (Responsibilities):

Real time on floor support (Queue monitoring, long call support, processes compliance, escalation point, Incident management, complex technical issues resolution, Supervisor calls)
Resolves Level 1 and Level 2 issues. Elevates complex and/or high priority problems they cannot solve to the appropriate support groups for resolution (L3 Agent, Manager, etc.)
Followup with end users to provide status updates as per service level guidelines (SLA's)
Communicates with customers at all levels of technical and nontechnical skills sets
Assisting L1's with escalations and technical questions. They also provide technical coaching and training as things change in the environment.

Who You Are (Qualifications):

Type of Experience:

High proficiency in Technical Documentation and training material
Experience with properly diagnosing and route technical problems internally and for the client
Experience with office and VPN
Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) or similar ticketing systems to manage and track incidents
Basic knowledge of ITIL, Service Desk metrics/SLA's, and mobile device support

Special Certifications:

Preferred, not required: Certification in relevant IT products/technologies (Example, Comp

TIA:
A+ certification)

Language Skills:

Advanced English

Technical

Competencies:

Data mining, analytical thinking and reporting skills
High proficiency in Technical Documentation and training material
Productivity & Collaboration Tools proficiency
Strong hardware and software knowledge
Ability to talk and type accurately at least 30 wpm

Competencies:

Prioritization ability
Adaptability
Communication skills to deliver information to a basic level Sound understanding of customer support, operations, and processes
People Skills
Ability to work under pressure and meet deadlines
Leadership Skills
Working in a fastpaced environment
Customer focus

Information Systems:
(People Soft, etc.)