It services and support is looking for experienced technical service representatives, global workplace support services to be part of the it service desk team providing l1 and l1.5 support across important pharmaceutical. An ideal candidate will bring a combination of hands-on technical and good communication capabilities.
activities
* advise and guide end users regarding the use of a broad range of products, tools and services within the it domain.
* follow a standard call flow and service request/incident handling processes: verify entitlement, perform troubleshooting and problem determination. Resolve and close the ticket or route the ticket to the appropriate resolver team.
* use technical resources and tools, answer end users' queries.
* utilize their product, technology, and services skills to identify issues which may be related to products' installation, updates, configuration, operation, or performance.
experience and qualifications
* english – reading, writing, speaking
* bachelor's in computer science, engineering, or related discipline with an it certificate/diploma preferred
* 1 to 3 years' experience as a technical service desk agent
* worked as part of 7/24/365 global operations teams
* excellent logical reasoning, troubleshooting, and problem determination skills
* knowledge and experience with remote takeover tools
* understanding of itil (it infrastructure library)
* experience with servicenow or similar incident management tool
* knowledge on handling service requests and incidents
* knowledge on email tools like ms-outlook and ms-exchange
* knowledge on networking (vpn/connectivity issues), internet security
* knowledge on instant messaging tools like ms-teams
* working knowledge on o365
* experience with working in a pharma/biotech/gxp environment is preferred
we offer:
* bonus: 45 days of base salary.
* vacation bonus
* savings fund.
* life insurance
* major medical insurance and dental plan.
technical support
sueldo: $22,000 mxn - $26,000 mxn mensual
categoría: tecnologías de la información - sistemas
subcategoría: soporte técnico
localidad: méxico-ciudad de méxico
sector: servicios
giro: servicios de outsourcing, head hunter y consultoría en r.h. (servicios)
tipo de contratación: tiempo completo - permanente
número de oferta: 20112022
#j-18808-ljbffr