IT Tech support

Description

Works autonomously to provide system operational support ensuring the effectiveness, efficiency, accuracy, and availability of IT resources and systems for end users while coaching and developing less experienced IT Support Associates. Must work collaboratively with others.

Performs IT production support for assigned area(s) according to documented processes.

Manages process documentation and standards.

Diagnoses and problem solves issues with IT hardware or software components with little or no direction. Requires the ability to install, configure, or disposition IT hardware and/or application issues.

Troubleshoots assigned issues per department standards to resolution with responsibility to circle back with customer to confirm resolution.

Proactively identify potential issues and provide solutions.

Uses Incident Management system to manage reported issues or requests submitted by end users and log any actions or support provided. Analyzes data to identify trends and taking necessary action.

Trains less experienced associates on IT support processes and tools and identify additional training opportunities as needed.

Assists with additional IT responsibilities as assigned.

Coach and develop IT Support resources and supervise the work of contract resources.

Champions the use of Six Sigma to reduce costs and improve processes. Identifies opportunities for service improvements, discuss with the customer and raise the request for change for assessment if appropriate

Qualifications

Skills

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

Ensures accountability - Holding self and others accountable to meet commitments.

Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Decision quality - Making good and timely decisions that keep the organization moving forward.

Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

Tech savvy - Anticipating and adopting innovations in business-building digital and technology applications.

Cultivates innovation - Creating new and better ways for the organization to be successful.

Business insight - Applying knowledge of business and the marketplace to advance the organization's goals.

Balances stakeholders - Anticipating and balancing the needs of multiple stakeholders.

Problem Solving - Solves problems using a systematic analysis process by leveraging industry standard methodologies to create problem traceability and protect the customer; determines the assignable cause; implements robust, data-based solutions; identifies the systemic root causes and recommended actions to prevent problem reoccurrence.

Education, Licenses, Certifications

High school diploma or certificate of completion of secondary education. or equivalent experience to the extent such experience meets applicable regulations.

Associate Degree, relevant industry training, certification or equivalent experience preferred.

This position may require licensing for compliance with export controls or sanctions regulations.

Experience

Significant work experience and in-depth knowledge obtained through specialized training and relevant experience.

• Works with users in different levels (shoop floor, administrative) to collect information/requirements and communicate this information to other technical teams.
• PL/SQL experience to get/analyze information required to identify issues in the system/process.
• Communication (In English) with different support teams to report and provide follow up to the open issues with the process in the system.

Job SYSTEMS/INFORMATION TECHNOLOGY

Primary Location Mexico-Chihuahua-Ciudad Juárez-Mexico, Juarez, Logistics Center

Job Type Experienced - Exempt / Office

Recruitment Job Type Office

Job Posting Feb 1, 2024, 6:21:09 PM

Unposting Date Feb 16, 2024, 12:59:00 AM

Organization Corporate

Role Category Onsite

Relocation Package Ineligible

Req ID: 240000ZT