.location: latin america, mexico, tlalnepantla de baz mexico- ref: grouplatam00030- division: john crane- job function: info systems technologydescripción de puestodeberes y *responsabilidades*:- provide level 1 remote technical support to all smiths employees- evaluate issues by interpreting end - users problem descriptions to determine resolution or best course of action- manage tickets and tasks to bis standards and ensure bis slt targets are met- identify problem trends and report to global service desk manager for further analysis- provide level 2 and 3 on-site support to the business units in a professional and detail-oriented method, including desk side support and working directly with clients when it's necessary- provision and manage personal computing devices per the bis standards and policies- support the os installation, troubleshooting and support of all windows pc, laptops / desktops / workstations, as well as iphone & android cell phone support- assist in creating and supporting the implementation of new technologies and services in windows 10 & 11 and managing bis initiatives and projects as required- monitor and ensure responses to incidents and service requests are within specified service level agreements- provide support to manufacturing to environment for hand scanners, label printers and other manufacturing devices connected via network- provide technical support and expertise to other client services staff, regions, sites, and bis / businesses projects- assist the client services supervisors & managers in the creation, implementation and maintenance of policies, procedures, and associated training plans- create/maintain documentation as required- support asset management for all client service devices- availability to travel to support other smiths locations by car or air as required.diversidad e inclusiónel individuo- experience in a customer service oriented, customer support environment and it service desk environment desire.- experience in hardware, software, operating systems, networking, remote connectivity knowledge and workstation management support- experience with windows10/11, microsoft business products, lan/wan, microsoft o365 products (teams, azure, outlook).- ability to learn effectively and retain information; ability to understand and follow written and oral instructions.- ability to organize and manage multiple tasks and priorities.- ability to establish and maintain effective working relationships with those contacted in the course of work.- strong communication and collaboration skills- knowledge of itil service delivery processes- maintain confidentiality of information; communicate effectivelywith the more difficult customers.- requires bilingual language skill, english / spanish