Hace 2 días
IT Support Analyst (Level 2)
$25,000 - $27,000 Mensual
Sobre el empleo
Detalles
Contratación:
PermanenteHorario:
Tiempo completoEspacio de trabajo:
HíbridoBeneficios
- Fondo de ahorro
- Vales de despensa
- Prestaciones superiores a las de la ley
Descripción
About the company:
We are a leading company in the international moving and relocation sector. For nearly six decades, we've helped hundreds of thousands of employees relocate around the world to start a new life and international career path. We value our employees and strive to provide a collaborative and constantly learning work environment. If you are looking for a place to develop your skills and grow professionally, join our team!
Location: Atizapán de Zaragoza, Estado de México, near to Galerías Atizapán.
Objective:
The position is primarily responsible for receiving, categorizing and resolving or escalating issues raised by other employees and enabling the Company to conduct business efficiently through effective use of IT.
Requirements:
? Scholarship: University Degree or Higher Diploma in Computer Science, Mathematics or similar.
? 2 years' experience as a Senior Service Desk Analyst or Team leader role within a corporate environment.
? Bilingual (advanced English)
? Willingness to work outside office hours, on public Holidays (and very rarely during weekends).
Knowledges:
· Cherwell Service Desk Management experience is desired.
· Experience in Microsoft Active Directory, DHCP, LAN & WAN
· Experience in File and Print Servers
· Knowledge/Experience in Terminal Servers – Citrix Xenapp.
· Experience in Windows based Server/Desktop Operating Systems, Windows AD, MS Office Products, O365 User Support etc.
· Mobile Device Support Experience – Apple and Android Devices
· Experience in Network Troubleshooting in Corporate environment.
· Industry certifications relevant to ITIL Foundations, Microsoft Certified IT Professional for Desktops and Azure.
Responsabilities:
- Provide 1st and 2nd level technical support to company's employees using enterprise's service desk system, instant messaging, telephone or other mediums as required.
- Communicate with a helpful results-oriented approach to resolving the employee's issues to include end-point support and escalated desktop trouble shooting of issues.
- Monitor Service desk for new incoming calls and respond within agreed time limits.
- Ensure the integrity of the information in the Service desk by carefully reviewing calls and updating incorrect or unclear information.
- Assist Infrastructure or Systems Management teams as necessary with basic system administrator tasks such as monitoring jobs, log reviews and access control changes.
- Report progress to line manager is a proactive manner.
- Co-ordinate with other teams as needed and share technical skills or transfer knowledge.
- Follow company's IT policies and procedures and correctly utilize all tools.
- Raise Concerns/issues to a supervisor or other senior team member.
- Guide, support, and train L1 Support Analysts as required.
- Support the company CSR commitment and goals.
- Monitor availability of Servers and Network Services (VPN/WAN).
- File Server Tasks – Manage Shares and Permissions.
- Print Servers Tasks – Printer installation, Manage Printer Shares/Security Permissions and troubleshoot.
- Provide 2nd level Citrix Support and troubleshoot any profile related issues.
- Identify Proxy related issues and escalate.
- User setup – Creation & Termination of AD User Accounts, Email, AD Group Membership etc.
- Configuration of new IT equipment (Laptops, Desktops and Mobile Devices) to Company Standards.
- Troubleshooting network communication issues, and end user network connectivity.
- Adherence to ITIL Processes, procedures and meet service levels.
- Provide level Application support on all Company applications used by our staff. (Training will be provided).
- Create outstanding customer support experience by ensuring timely resolution, communicating promptly on progress and handling customers with a kind and professional attitude.
- Follow up with other support staff or service resources involved in resolution to ensure incidents are resolved, and the customer communication is complete. Document resolutions and update self-help and staff knowledge bases.
- Recommend and implement improved process and best practices within the scope of internal IT.
- Maintain IT equipment inventory.
- Maintain system-related documentation and procedures.
- Co-ordinate with other teams as needed and share technical skills or transfer knowledge.
- Identify incident trends. Report potential issues and progress to line manager in a proactive manner.
- Draft Communication to staff in case of any system/network outages.
- Communicate any known system issues/workaround to other regional IT in a timely manner.
Salary and Benefits:
• Salary $25,000 to $27,000 pesos per month less taxes (monthly payment frequency).
• Additional Benefits: Punctuality Bonus, not absenteeism Bonus, Saving Fund, Pantry Vouchers, refund internet service, Life insurance, Major medical insurance.
• Working Hours: 8h30 - 17h30 Mon – Fri. (hours may be adjusted to fit the standard day shift for the location)
• Three days on site and two working at home.
• Annual performance incentive.
• Continuous training.
• Opportunities for growth and professional development.
• Collaborative and dynamic work environment.
ID: 19268791
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