24 feb
X4 CDMX
Xico
Job Title IT Support Specialist Level 1 Role Description The IT Support Specialist Level 1 position plays a crucial role in delivering Connexas technical support and managed services.
Level 1 Specialists are integral to our ITILaligned Service Desk, which provides essential operational support and incident resolution to enterprise clients.
This role serves as the first point of contact for clients, ensuring prompt and effective issue resolution.
Support is provided on a rotating day shift schedule, currently operating Monday through Friday, from 900 AM to 600 PM.
Main responsibilities Provide first level technical support and initial incident triage to Connexas enterprise client, escalations happen by phone,
email or by MS Teams Effectively deal with infrastructure and environment technical issues which may have been discovered during an operational check of a clients environment Ensure phones and emails are answered in a timely and professional manner and to specific SLAsKPIs per client Logging of all calls and problems in Triangles ticketing system follow through to resolution in a timely manner, always mindful of SLAs and KPIs Resolution of common issues with minimal supervision or review whilst understanding the need to escalate issues within the team as necessary Escalate issues appropriately and with the required level of detail internally within Triangle or to relevant vendor while remaining within service levels prompt client issue resolution is key Service requests log and fulfil service requests as requested by the client andor assigned by the Service Manager for the environmentaccount.
Event management investigate alerts received from the Triangle or customer monitoring system and determine appropriate actions to address these alerts.
Operations Support Complete dailyweeklymonthly environment checks across a variety of infrastructure technologies.
Escalate issues to incident management as appropriate and work to resolve.
Execute regular operational tasks, e.g.
backup jobs, restores, alert audits Use own initiative to research technical solutions and update the Triangle knowledge base as appropriate Adhere and enforce all IT related procedures and policies as recommended by Triangle senior level technical and services staff Have excellent oral and written communication skills for effective dialogue with customers and colleagues Ensure that a strong customer service ethos is provided Requirements This role would ideally suit candidates with 12 years experience in deskside support and or server administration who are interested in learning new technologies Exposure toknowledge of Microsoft like Azure Infrastructure or M365 technologies willing to accept future training and certification Exposure toknowledge of LANWAN and networking principles and equipment, and server technologies as well as network security fundamentals.
Exposure toknowledge of server and storage technologies and enterprise backup technologies.
Understanding of ITSM Service desk Tools and experience of ticket management.
AZ900,AZ104, MS900 certification desirable Fluent English skills both written and verbal Eligible to work in Mexico City Role specific requirements Strong troubleshooting skills Excellent communications and organizational skills Team player Desire to learn Multitasking Have the ability to thrive in a rapidly changing environment and handle multiple tasks at any given time, with impeccable attention to detail Proven customer support focus, ideally from reseller background MS Teams Service Now Bolsa de trabajo México ofrecemos puesto de IT Support Specialist para el sector de Informatica Telecomunicaciones en la empresa X4 CDMX de Benito Juárez.
Salario acorde a tu experiencia y al salario medio del sector.
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