- User Support:
- Serve as a secondary point of contact for end-users, providing advanced technical assistance and issue resolution.
- Collaborate with Level 1 agents to address more complex user problems and ensure seamless support.
- Ticket Management:
- Assist in the management of service tickets, ensuring that Level 2 issues are addressed in accordance with service level agreements (SLAs).
- Escalate and prioritize incidents based on the impact and urgency of the issue.
- Technical Troubleshooting:
- Conduct in-depth technical analysis to identify the root causes of complex technical issues.
- Troubleshoot and resolve problems related to hardware, software, network, and system configurations.
- Collaborate with other IT teams and specialists to resolve complex issues.
- Software and Hardware Support:
- Provide advanced support for software applications and system configurations.
- Assist with the installation, configuration, and maintenance of hardware and software, including user workstations and servers.
- Incident Resolution:
- Take ownership of Level 2 incidents and work to resolve them efficiently while keeping stakeholders informed of progress.
- Document all troubleshooting steps, resolutions, and lessons learned for future reference.
- Knowledge Sharing:
- Act as a knowledge resource for Level 1 agents, providing guidance and training to help them enhance their technical skills.
- Contribute to the development and maintenance of knowledge base articles and documentation.
- Project Support:
- Collaborate on IT projects, including system upgrades, migrations, and deployments.
- Assist in planning, testing, and implementation of technical solutions.
- Continuous Improvement:
- Identify recurring issues and suggest improvements to prevent future incidents.
- Stay up-to-date with industry trends and best practices to enhance the IT service desk's capabilities. Qualifications
- Bachelor's degree in a related field (preferred).
- Relevant IT certifications (., CompTIA A+, Network+, Microsoft Certified Professional).
- 3 years of experience in a Level 1 service desk role, with a proven track record of handling Level 2 incidents.
- Proficiency in various operating systems, software applications, and hardware components.
- Strong problem-solving skills, analytical thinking, and the ability to work independently.
- Excellent communication skills, both written and verbal.
- A commitment to delivering exceptional customer service. Compensation: At Optimas we believe in having a competitive compensation scheme to motivate and retain our employees. More information will be given throughout the process. Optimas OE Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability or genetics. In addition to federal law requirements, Optimas OE Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
-
Agentes de Service Desk Bilingües
hace 1 día
Webhelp Monterrey, México**Advisor** · **Location** · - Monterrey, Mexico**Language** · - English*** · **Job Advert**: · Únete a la comunidad global amante de la diversión de Webhelp con más de 90,000 personas apasionadas que trabajan en 190 ubicaciones en más de 50 países ofreciendo experiências de clie ...
-
IT Service Desk Agent
hace 14 horas
Azka IT Consulting Monterrey, México· AZKAIT is a Mexican company that seeks and connects the best IT talent with Latin American and United States companies. · We are looking for your talent as an **IT Service Desk Agent - Portuguese.** · **Responsible for all activities surrounding the IT Service Desk, including ...
-
Service Desk Agent
hace 3 días
Teletrac Navman Monterrey, MéxicoTeletrac Navman is a software-as-a-service (SaaS) provider leveraging location-based technology that empowers people managing mobile assets to move their business forward with certainty. As a key member of the Service Desk team, you will have the opportunity to work with a team o ...
-
Service Desk Agent
hace 1 día
Teletrac Navman Monterrey, MéxicoTeletrac Navman is a software-as-a-service (SaaS) provider leveraging location-based technology that empowers people managing mobile assets to move their business forward with certainty. As a key member of the Service Desk team, you will have the opportunity to work with a team o ...
-
Service Desk Agent Uk
hace 14 horas
Teletrac Navman Monterrey, MéxicoTeletrac Navman is a software-as-a-service (SaaS) provider leveraging location-based technology that empowers people managing mobile assets to move their business forward with certainty. · Whether you come from a customer service background, or if you have prior experience with t ...
-
Service Desk Agent
hace 11 horas
GM Financial Monterrey, MéxicoWhy GMF? · GM Financial International Operations conducts business in Latin America and China. International Operations offers a wide range of wholesale and retail automotive financing products to dealers and their customers. The strength of the international business lies in i ...
-
Service Desk Agent
hace 11 horas
Vontier Monterrey, MéxicoJOB DESCRIPTION Teletrac Navman is a software-as-a-service (SaaS) provider leveraging location-based technology that empowers people managing mobile assets to move their business forward with certainty. As a key member of the Service Desk team, you will have the opportunity to w ...
-
Ejecutivo Call Center
hace 1 día
XK Media SA de CV Monterrey, MéxicoTítulo del puesto: Agente de Help Desk · Empresa: XK MEDIA · Ubicación: Col. Reforma, Monterrey N.L. · Salario: de $8,000 a $10,000.00 mensuales · Horario: L a V de 8:00 AM a 5:30 PM · Descripción del puesto: · Estamos buscando un agente de Help Desk para unirse a nuestro equipo ...
-
Bilingual Customer Service Representative
hace 2 días
Cover Desk Monterrey, México**ABOUT COVER DESK**: · - Cover Desk celebrates six years in the industry of helping virtual assistants' pair with independent insurance agencies to help them grow, thrive, and support their agency. We offer insurance agencies access to highly educated and talented virtual assist ...
-
Bilingual Customer Service Representative
hace 1 día
Cover Desk Mexico Monterrey, México**JOB SCOPE**: · As an ambassador to Cover Desk Mexico, you will represent and support a US-based insurance agency to serve as their Virtual Assistant but are required to be based out of Monterrey, N.L. You will support the agency to provide insurance customer service and back-of ...
-
Atención a Clientes Bilingüe
hace 14 horas
Infys Monterrey, México**Forma parte del equipo, buscamos tu talento como Agente brindando Customer Service via chat y correos** · **Funciones a realizar**: Responsable de atención al cliente y resolución de dudas o problemas para importante empresa de Tecnologia miltinacional. · Zona para laborar: Blv ...
-
Bilingual Customer Service Representative
hace 14 horas
Cover Desk Monterrey, México**ABOUT COVER DESK**: · - Cover Desk celebrates five years in the industry of helping virtual assistants' pair with independent insurance agencies to help them grow, thrive, and support their agency. We offer insurance agencies access to highly educated and talented virtual assis ...
-
Service Desk Tech Support Anz
hace 14 horas
Teletrac Navman Monterrey, MéxicoTeletrac Navman is a software-as-a-service (SaaS) provider leveraging location-based technology that empowers people managing mobile assets to move their business forward with certainty. · Whether you come from a customer service background, or if you have prior experience with t ...
-
Services Desk Representative Mty
hace 1 día
Integral Ares De Mexico S.A De C.V Monterrey, México**SERVICE DESK AGENT****Requisitos**:- Excelentes habilidades de comunicacion en **Ingles**.- Al menos 1 año de experiência en soporte tecnico via telefonica.- Conocimiento IT.- Estudios minimos Preparatoria (Comprobable)- Disponibilidad de Horarios.OFRECEMOS:- Rango Salarial de ...
-
Service Desk Trilingue
hace 2 días
Azka It Consulting Monterrey, MéxicoAZKAIT is a Mexican company that seeks and connects the best IT talent with Latin American and United States companies.We are looking for your talent as an **IT Service Desk Agent - Portuguese.****Responsible for all activities surrounding the IT Service Desk, including but not l ...
-
Agente De Trafico
hace 1 semana
Greyhound Monterrey, México**Únete a la gran familia Greyhound como Agente de Tráfico****Sueldo Mensual antes de impuestos $21,200.10****Requisitos**:- Dominio de idioma ingles (indispensable 80% o más)- Experiência previa en call center, despacho o respuesta de emergencias- Dominio de paquetería office- D ...
-
Service Desk trilingue
hace 1 día
Azka IT Consulting Monterrey, México De jornada completaAZKAIT is a Mexican company that seeks and connects the best IT talent with Latin American and United States companies. · We are looking for your talent as an IT Service Desk Agent - Portuguese. · Responsible for all activities surrounding the IT Service Desk, including but not l ...
Service Desk Agent - Monterrey, México - Optimas Solutions
Descripción
Position overview:
A Level 2 Service Desk Agent is a crucial part of an organization's IT support team, responsible for resolving complex technical issues that require a deeper understanding of IT systems and infrastructure. This role involves providing advanced technical support, ensuring timely incident resolution, and contributing to the overall efficiency of the IT environment. Main Responsibilities#LI-AB1