JD IDRole (L1/L2/L3/Service Lead/Tech Lead/Architect) L1/L2 Support Position Technical Support Engineer Department / PU CISMFG Academic Background Bachelor of Engineering / Technology / Science Overall Experience (in yrs.) 3 - 5 plus years Location Aguascalientes 40
6 JD ID
Knowledge of computer network domains, technologies, and protocols.
Knowledge of information security guidelines, technologies, and protocols.
Knowledge of VC/Telephony systems, technologies and protocols
Analytic and problem-solving skills.
Good written and oral communication
Knowledge of computer hardware systems.
Knowledge of collaboration and remote support tools
Knowledge of Apple mobile devices common issues and troubleshooting techniques
Ticket based IT Support tools (Remedy, SNOW)
Knowledge of OS systems, Enterprise, and Office software.
Technical skills (Required - Nice to have)
Awareness of latest technologies and trends
Knowledge of agile methodologies
Must have the ability to identify and instill industry best practices.
Proven Customer Service skills
Excellent written and oral communication.
Language skills neededRole (L1/L2/L3/Service Lead/Tech Lead/Architect)People skills
Enthusiastic
Client management
Tolerant
Trustworthy
Soft skills
Create deep client impact
Execution excellence
Problem solving and communication
57 Role (L1/L2/L3/Service Lead/Tech Lead/Architect) The role is expected to carry out following function/activities as part of this job.
Take ownership of customer issues reported and seeing problems through to resolution.
Research, diagnose, troubleshoot and identify solutions to resolve IT related issues
Provide prompt and accurate feedback to end users
Refer to internal database or external resources to provide accurate tech solutions.
Ensure all issues are properly logged.
Prioritize and manage several open issues at one time.
Prepare accurate and timely reports.
Analyzes requirements to ensure the system meets performance needs.
Ensures that all systems are working at optimal levels and offers support regarding incident resolution, new technologies and system requirements.
Work closely with local and central support teams for day-to-day support issues, break/fix issues, and scheduled maintenance
Responsible for writing documentation to describe existing and new environments, technologies, and enhancements.
Works with outside vendors as requested for incident resolution and new requirements
Work with offshore teams
Roll shift based on client needs
Expert
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