About this role
Area(s) of responsibility
Mexico
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