TECHNICAL SUPPORT OFFICER
Job Description
The Technical Support Officer is responsible for providing high quality technical support to VIP users and other employees, ensuring that their systems and applications are running efficiently. This role includes troubleshooting, installation and configuration of software and hardware, as well as training and ongoing technical support.
Requirements
-Minimum demonstrable experience of three years in microcomputer technical support installing and configuring applications on PCs, laptops, mobile devices, printers, scanners and videoconferencing equipment, preferably with experience in VIP user support.
-At least three years of demonstrable experience in supporting user testing of different types of applications (web, major clients, apps, etc.)
-Minimum demonstrable experience of three years in telephone customer service.
-Technical expertise: Proficient in Windows operating systems, iOS and advanced network and hardware knowledge, and experience with ticket management tools.
-Experience in O365 administration (one drive, SharePoint and Exchange), AAD, antivirus, etc.
-Networks: Familiarity with networking concepts such as DNS, DHCP, TCP/IP and VPN.
-Communication skills: Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and concisely.
-Interpersonal skills: Exceptional interpersonal skills, empathy, ability to work under pressure and handle stressful situations calmly and professionally.
-Academic training: Degree in Computer Science, Information Systems or related field, or equivalent experience.
-Certifications: Relevant certifications such as Microsoft Certified: Modern Desktop Administrator Associate or similar would be highly valued.
-Good knowledge of English (B2)
-Ability to work in a team, with dynamism and proactivity.
-Motivation to grow in a dynamic environment
Other requirements
-ITIL certification would be an asset.
-Knowledge of the ITSM tool Service Now.
-Office skills (Excel, PowerPoint, etc.), collaboration tools (SharePoint) and data analysis tools (Power BI) would be an asset.
Functions
• Working alternating morning and afternoon shifts to cover service hours
• On-call shifts during off-duty hours, holidays and weekends
• Providing support to users remotely and face-to-face when required.
• Personalised support to VIP users, ensuring a rapid response and resolution of their incidents, maintaining a high level of client satisfaction
• Receiving, registering and following up on incidents and requests through the ticket management system, ensuring that the agreed response and resolution times are met.
• Diagnosing and resolving technical issues related to operating systems, software applications, hardware and networks.
• Equipment layout and software and hardware installation
• Configuring applications and user devices
• Preventive maintenance: Performing preventive maintenance of equipment and systems, identifying and correcting possible faults before they affect users.
• Training and assistance: Providing training and technical assistance to end-users on the use of systems and applications, promoting efficient and safe use of technological resources.
• Documentation: Creating and maintaining detailed technical documentation on procedures, configuration and implemented solutions. Adding to the knowledge base
• Collaboration: Work closely with other members of the IT team to ensure cohesive and effective technical support.
• Knowledge update: Keep up to date with the latest technologies and best practices in technical support and administration of the firm’s systems.
• Managing assets (hardware and software) under inventory tools.
Location
Mexico City.
