Senior IT Operations Analyst - Hermosillo - Conduent Business Solutions France

    Conduent Business Solutions France
    Conduent Business Solutions France Hermosillo

    hace 1 semana

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    Educación / Formación
    Descripción

    About Conduent Business Solutions France

    We deliver mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments, creating exceptional outcomes for our clients and the millions of people who count on them.

    Our associates thrive in a culture where individuality is valued every day, making a difference and being part of something bigger than themselves.

    Mandatory Requirements

    • Language Proficiency: Fluent English (Speaking & Writing) to communicate clearly with end-users and document escalations effectively.
    • Customer Service Mindset: Prior experience in customer-facing IT support roles is highly desired.
    • IT Support Experience: 5+ Years of providing End-User Support in a corporate environment.
    • Communication Skills: Excellent verbal and written skills to guide T1 agents and communicate technical issues concisely.
    • Troubleshooting & Multitasking: Ability to handle multiple escalations while diagnosing and resolving technical issues efficiently.
    • Leadership & Mentorship: Capable of guiding and coaching T1 agents, assisting in complex cases, and fostering a team-oriented environment.
    • Analytical Thinking: Ability to identify root causes and propose long-term solutions, not just quick fixes.
    • Schedule Flexibility: Willing to rotate schedules monthly to cover different shifts as required by operational needs.

    Preferred Technical Skills

    • Device Management: Microsoft Intune experience for device management and endpoint security.
    • Cloud Services: Familiarity with user management, conditional access policies, and basic cloud services in Microsoft Azure.
    • Active Directory: User and group management, password resets, and basic troubleshooting.
    • Networking Knowledge: Understanding of basic network troubleshooting (DNS, DHCP, VPNs, firewalls, and connectivity issues).
    • ITSM Tools: Experience handling tickets, escalations, and change management in ServiceNow or similar tools.
    • Operating Systems: Proficient in Windows troubleshooting, Office Suite, and collaboration tools.
    • Scripting: Basic PowerShell or Bash scripting knowledge for automating repetitive tasks (bonus).

    Soft Skills & Work Ethic

    • Ownership Mentality: Takes initiative to resolve escalations effectively.
    • Attention to Detail: Ensures accurate documentation and follows up on escalated cases.
    • Teamwork: Works well with T1 agents and other IT teams to improve overall service desk efficiency.
    • Adaptability & Learning: Willing to learn new tools and methodologies to enhance IT support capabilities.
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