Description
Who are we looking for?
Good verbal and written communication skill in English Languages
Self-motivating, proactive and a team player
Able to operate effectively in a team environment with both technical and non-technical team members
Effective communication with excellent probing skills
Experience in a large organization call handling, knowledge navigation, troubleshooting on a large-scale help desk environment
Working knowledge of ITIL methodologies, such as Incident, Request& Problem management
Working technical knowledge of current protocols, operating systems, and standards.
Able to operate effectively in a team environment with both technical and non-technical team members
Able to operate with mínimal supervision
Able to manage time effectively, set priorities appropriately and holding accountability.
Able to operate within customer standard operating procedures.
**Requirements**:
Hardware knowledge for Desktop & Laptop, with Windows OS ver 10
Knowledge in Office 365
Record interaction using ticket tool with proper classification
Perform account unlock/password reset as per defined process
Dispatch tickets to support groups post gathering required information
Refer Knowledge base and perform troubleshooting as per defined process




Follow up and closure of incidents to ensure customer satisfaction
Diagnosing, verifying, recording, and reporting downtime and providing immediate notification for all incidents
Incident, Problem, and Change Management within the EUC environment
Rebuild/ PC Refresh Laptops & Desktop
Hands on support with IDF/MDF/Server Closets
Warranty coordination with manufactures to get the hardware issue fixed
Asset management & asset tagging
Address user tickets regarding hardware, software and networking
Ask targeted questions to diagnose problems
Guide users with simple, step-by-step instructions
Conduct remote troubleshooting
Record technical issues and solutions in logs
Direct unresolved issues to the next level of support personnel
**Process Skills**:
Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role
Hands-on experience with Windows 10
Working knowledge of office automation products and computer peripherals, like printers and scanners
Knowledge of network security practices and anti-virus programs
Ability to perform remote troubleshooting and provide clear instructions

📌 Desk Side Support (Ciudad de México)
🏢 Acute-Talent
📍 Ciudad de México