IT Operation Support Spsecialist
hace 1 mes
**Descripción**:
POSITION DESCRIPTION
- Reporting to the Regional Client Services Team Lead
- Under direct supervision and responsible for providing basic support to IT users.
- Use basic analysis techniques to troubleshoot and resolve incidents as well as assisting in performing root cause analysis on problems
- Using remote control software, you will provide onsite and cross-border support (EU),
- Conduct regular interaction with IT users using basic customer service skills and communication skills.
- Participate in IT projects and work collaboratively with project team members.
- Work with other support functions on projects and activities related to IT.
- Liaise with partners and vendors on IT related user support.
- Conform with ITIL processes and ensuring that all incidents are addressed efficiently and proper system logging is maintained.
KEY RESPONSIBILITIES
- Perform basic incident and problem analysis as required to resolve incidents and requests
- Perform hardware and software change requests as assigned
- Perform implementation support as required
- Attend end user meetings as requested to provide local support to users
- Work with IT and global support teams to act as a local IT resource as required to ensure regional infrastructure is maintained at a high service availability level
- Install and maintain local infrastructure as required
- Deliver assigned IT and business project initiatives
**Requisitos**:
SKILLS AND KNOWLEDGE
Demonstrable years of IT experience including technical customer support role.
- MS Office 365 suite
- Windows 10/Windows 11
- Remote support software tool Bomgar
- ServiceNow ticketing tool
- Local client configurations including SAP etc
- Remote/wireless access connectivity configuration and maintenance
- Zscaler and CyberArk
- SCCM
Well developed skills in the following areas:
- Basic troubleshooting and problem analysis
- Good oral and written communications in English and Spanish
- Customer Focused service skills
- Presentation skills
- Willingness to follow instructions and procedures
- Be a team player and independent
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