Overview

Main Objectives and duties:

- Maximum access/availability for all desktops. Maintains daily monitoring and preventive maintenance to maintain desktop performance. Performs daily inventory for all IT Equipment. Submits real time report to Supervisor for all busted/damaged equipment.
- All software/tools needed by all departments are installed and updated. Informs Technical Support Supervisor before installing any software. Follows work instructions on installing software, drivers, tools. Updates software inventory file.
- All legitimate internal Customer requests are catered on a timely manner. Monitors and updates Helpdesk Request in real time and provide proactive approach on catering client requests. Escalates advanced desktop issues to next level if needed.
- All security policies and procedures are applied to all Desktop equipment. Performs weekly evaluation/inventory on desktop equipment. Follows work instructions on applying security policies and procedures.
- Maximum access to network connectivity for all Desktop equipment. Coordinates in a timely manner with Technical Support Supervisor and NOC Team for any network abnormalities. Ensures all equipment are physically, properly connected and configured.
- Monitoring of all downtime issues and report immediately to all appropriate personnel. Monitors Skype Official Chat Groups for any issues. Monitors emails for any issues. Follows IT escalation procedures.




- Provision of training/coaching to Technical Support II. Provides coaching/training to Technical Support II when needed. Next level of escalation for Level 2 tech support. Assist clients on high/moderate level IT concerns.

Qualifications

- Tech/IT degree
- At least 1 year of experience
- Documentation and Reports: Knowledge of appropriate data/information to be collected, reported, and monitored. Ability to extract, compile, assimilate, organize, and store such data/information required for reporting and monitoring purposes.
- Problem Solving: Ability to identify problems, determine possible solutions, and actively work to resolve the issues using various problem solving tools and techniques.
- Analytical & Logical Thinking: Ability to identify and assess relevant information, issues, and concerns; relate and compare data from different sources, and identify alternative actions. Ability to approach a problem or situation using a logical, systematic, methodical or sequential approach.
- Information Technology: Ability to understand and apply the IT processes and tools (hardware and software systems) used to develop systems supporting the effective flow and use of information as a strategic company resource.
- Communication: Knowledge and skill to transmit and receive information to/from individuals or groups through various channels and media, in a clear way, to understand and be understood.

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📌 SPECIALIST II, END USER COMPUTING (Ciudad de México)
🏢 Qualfon
📍 Ciudad de México