Responsibilities

- Identify hardware and software needs of each user’s computers and take measures to meet those needs.
- Aid in customizing and adapting existing programs on a computer system to meet the needs of the users.
- Troubleshoot problems with hardware and software on tier 1.
- Provide users with network access according to instructions provided by management.
- Reinforce SLAs to manage end-user expectations.
- Handle computer security breaches by following standardized procedures.
- Monitor the Service Desk queue and keep it aligned with the SLA.
- Assist customers and users with their hardware issues over the telephone, face to face and through emails and tickets.
- Train users to handle information technology equipment by providing precise instructions.
- Provide training to users in the event of a new technology module.
- Provide new users with orientation of existing technology and respond to questions from all emails and callers.
- Follow standard and IT procedures & policies.
- Escalate issues and involve experts wherever required to resolve issues as quickly as possible.
- Ensures that supported customer accurately completes the approved work request with the date and time of submission.




- The Service Desk Agent must ensure the support team members close out their work orders properly.
- Perform post-resolution follow ups to help requests Bring traceability to tickets opened by Service Desk tool.

Requirements

- Bilingual (English/Spanish)
- Advanced Student on BSc/BA in information technology or equivalent.
- Experience performing enterprise and/or client/server support.
- Experience on ITIL Framework (nice to have).
- Experience on management and Service Desk support (nice to have).
- Basic knowledge on IT systems, SAP ERP Business One, labeling applications, Manufacturing Execution Systems.
- Basic understanding of TCP/IP protocols and LAN/WAN, VPN, ADSL basic configuration.
- Knowledge on DHCP, DNS and Web service.
- Ability to troubleshoot and repair issues, root cause analysis and problem solving.
- Strong experience on tier 1 support.
- Knowledge on Collaboration suites and Office packages.
- Strong skills managing critical situations and prioritization.
- High interpersonal skills, with a focus on listening and questioning skills.
- Active Directory experience is a must.

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📌 Global Service Desk Agent (Ciudad del Carmen)
🏢 Otsi-Global
📍 Ciudad del Carmen