Service Desk Analyst I - Monterrey, México - DYOPATH

DYOPATH

Empresa verificada

Monterrey, México

hace 1 semana

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

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.

TITLE:
Service Desk Analyst

LOCATION:
Monterrey, NL (HYBRID/REMOTE)

STATUS:
Full-Time with Benefits

SALARY: 15K - 17K depending on experience

SHIFTS:
Monday - Friday from 6:00AM to 2:30PM CST

Job Summary:

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
Windows 10 troubleshooting and operations
Basic Networking troubleshooting identify root cause
Mobile phone support
SharePoint experience navigation experience and basic understanding on how to use SharePoint
Active Directory administration
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

Office 36

Windows 10 troubleshooting
Basic understanding of SharePoint
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
Experience with Azure AD and/or Active Directory account maintenance, group membership changes, distribution groups, OU management and other AD functions
Solid familiarity supporting multifunction printers remotely
Experience imaging and deploying new and replacement laptop and desktop equipment
Diagnose and troubleshoot VOIP and telephony issues
Extensive experience supporting Windows 10, MS Office, including Office 36
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

Working Conditions /Physical Effort: