En CRH Talento en IT, nos especializamos en la búsqueda y selección de consultores en el sector de Tecnologías de Información (IT) de acuerdo con las necesidades de nuestros clientes.
Responsible of setting up and maintaining computer networks within an organization. Offer support to users (internal users, customers, and suppliers) and troubleshoot any problems that arise within and SLA framework.
Ensure the integrity of high availability of network infrastructure (computer, voice, firewall) to provide maximum performance for users, partnering with its peers in North America.
Train new hires on the use of their technology work tools, along with the preparation, assignation and recovery of the IT assets from the employees for the company.
To provide technical support to users in an efficient and accurate manner assuring user value is maintained to the standards set in the company.
Identify and propose technological improvements to user devices and office IT equipment.
Principal Duties and Responsibilities
Configure and install Element domain image to computer and mobile equipment and peripherals under Element standards and processes
Provide onsite and remote support to all Mexico offices users for computer and utility software related issues
Ensure proper recording, documentation, and closure of onboarding and offboarding processes with employees of their IT assets assigned/decommissioned
Tracking, routing, and redirecting problems to the internal IT teams (local or abroad) to correct issues and fulfill IT request
Configure and install personal computing software and peripherals, help in the installation and configuration of servers, routers, switches and other network or telecom devices
Monitor network performance and integrity, troubleshooting network problems and outages. Give Support to Site assets and ensuring high availability
Collaborating with the L1, L1.5 and L3 support teams from DSS, Telecom, Network, Servers, Data and Applications teams
Responsible for the IT equipment and spare parts inventory in Mexico. Safeguarding, usage, warranties, and recovery of the equipment for use by the Element employees
Onboard and offboard Element employees and contractors by assigning them or collecting from them their IT assets, along with first contact training of their usage and assistance.
Vendor management to enforce warranties, support and SLA compliance
Qualifications
—Education and Experience
· Proven working experience in providing help desk support, infrastructure, and network engineering
· English B2
· Working knowledge of help desk software, metrics, and service management
· Strong client-facing and communication skills
· Advanced troubleshooting and multi-tasking skills
· High customer service orientation
· BS degree in Information Technology, Computer Science or equivalent
· ITIL certification desirable
—Knowledge and Competencies
Excellent communication skills, particularly the ability to communicate with business users in a non-technical language
The skill to take on a variety of tasks and pay attention to detail
Analytical and problem-solving ability
Teamwork skills and the ability to feel comfortable working with different teams, clients and groups of staff across an organization, including offshore resources
Organizational skills and the ability to prioritize your workload.
Creative and solution focused skills for problem-solving
Vendor management experience
Good ability to document issues and resolutions to build a knowledge base
