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  • Helpdesk Support Specialist - Tijuana - Outset Medical

    Outset Medical
    Outset Medical Tijuana

    hace 3 semanas

    Default job background
    Educación / Formación
    Descripción

    Company Overview

    At Outset, we're pioneering a new technology that's redefining the dialysis landscape. Our goal is to create one high-performing team that's obsessed with progress in an atmosphere that's full of transformative opportunities.

    Our mission is to make dialysis more accessible and affordable for patients. We're doing this by developing a first-of-its-kind technology that streamlines complexity and cost. The Tablo Hemodialysis System has been FDA cleared for use across various care settings, from hospitals to clinics to homes.

    Position Overview

    The Helpdesk Support Specialist, Mexico will provide technical support for all IT requirements at our manufacturing facility. This includes computers, applications, networks, audio visual, telephones, and mobile devices.

    Responsibilities:

    • Provide Tier I-II support for Windows, Mac, and mobile platforms; troubleshoot PC hardware and software problems, identifying root cause, and recommending appropriate solutions.
    • Diagnose and resolve issues related to network systems such as LAN, Wi-Fi, and VPN.
    • Support secure operations by maintaining anti-virus and endpoint security applications and remediating vulnerabilities and incidents; ensure compliance with all information security policies and procedures.
    • Manage incidents and fulfill requests within agreed-upon service level agreements (SLAs).
    • Establish productive working relationships and maintain effective communication with the user community.
    • Exercise good judgment in determining appropriate escalations for broad technology issues.
    • Coordinate imaging, patching, and rollout of applications to workstations and servers.
    • Configure and deploy end-user hardware per organizational standards.
    • Support Active Directory administration.
    • Support and maintain telephony systems, conference rooms, and audio-visual equipment.
    • Collaborate with IT Leadership, System Analysts, System Administrators, vendors, and business teams to assess needs and recommend technology solutions.
    • Assist with planning, coordination, and execution of information technology projects.

    Required Qualifications

    • 3+ years' experience in a technical support role; experience working in a manufacturing environment preferred.
    • Outstanding knowledge of computer software, hardware, networking (Juniper, MIST, and Palo Alto Networks), computer security, and technology risk; experience supporting both Windows and Mac OS.
    • Experience with enterprise-level ticketing systems (e.g., Fresh Service, ServiceNow, Remedy, etc.).
    • Excellent verbal and written communication skills (English & Spanish).

    Desired Qualifications

    • Technical knowledge and experience with Azure AD, Microsoft 365, Microsoft Intune, and Auto Pilot.
    • Experience in ITIL-based service delivery is a plus.
    • Understanding of enterprise communication solutions such as Zoom and Polycom.
    • Experience in troubleshooting Zebra printers.
    • Technology Certifications are a plus.
    • Collaborative and service-oriented mindset.
    • Strong analytical and problem-solving skills with good judgment.
    • Mobility to access, install, and service computer systems and other technology-related equipment throughout company work sites is required; ability to lift 25 lbs. on a regular basis.

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