IT Service Desk Technician(Mexico) - Mexico City, México - NOV

Descripción

Key Responsibilities:

• Assist internal customers who call our Service Desk or submit tickets with PC hardware, software, printer, or other IT-related issues
• Respond to requests in our IT Service Management (ITSM) tool in a timely manner
• Follow documented processes to assist and troubleshoot
• Document details from investigating and troubleshooting calls and requests within our ITSM, Jira Service Desk
• Escalate requests to next level support when necessary
• Create additional documentation articles in Confluence (Wiki) to help the team solve similar issues
• Comply with policies, procedures, and guidelines

Required Skills / Abilities:

• Experience diagnosing and repairing computers
• Proficiency in conducting PC software, printer and multi-function device support
• Excellent technology skills and flexibility adapting to new technologies and systems
• Ability to speak fluent English
• Strong communications and interpersonal skills with the ability to build trust andintegrity in your relationships with customers
• Self-motivated, but also an excellent teammate, who can work with people at all levelsof the organization
• Good problem analysis and resolution, impact verification, and troubleshootingexperience
• Ability to explain technical issues to technical and nontechnical employees andcustomers.
• Ability to diagnose problems across multiple IT disciplines
• Willing to work weekends and holidays

Education and Experience:

• Minimum of 1 year of relevant work experience and/or specialised training- Will be hiring freshers/students pursuing their masters who have the drive & passionto work & have the basic skills that is needed for the role.
• High school diploma or equivalent
• Associate's or Bachelors degree in technology-related field a plus, but not required
• Comptia A+, Comptia Network +, and ITIL certifications a plus
• This description is intended to explain the general nature and level of work beingperformed by this position. It is not intended to be an entire list of all activities, tasksand skills required.

*We are an equal opportunity employer.