Job Description

Area(s) of responsibility

Mexico role

Service Desk Support

3+ years of experience

International Support experience is must.

• Bachelor’s degree in IT related field or equivalent experience
• Excellent communication skills
• Hands on experience Handling International customer, strong customer service skills
• Use an expert understanding of computer hardware, software & networking principals to troubleshoot issues
• Responding to IT support requests over the phone, chat & email
• Downloading, installing, and configuring software to meet user requirements.
• Ensuring correct use of applications, networks and equipment
• Testing and updating existing software
• Escalating advanced IT support cases
• Maintaining IT documentation including network and user details
• Documenting records of actions taken
• Fixing hardware issues including co-ordinations for replacing equipment and peripherals such as computers, terminals, network & server devices
• Ensuring computer network’s optimal performance
• Ability to work flexible shifts and to adapt to changing work schedules.
• Prior knowledge of working in a Support Center or Service Desk environment
• Analyzing issues and determining correct software or hardware solutions
• Understanding of ITIL concepts or ITIL foundation certified
• Understanding of Microsoft applications, O365 & AD
• Should be able to work independently or with limited supervision