Hungry, Humble, Honest, with Heart. The OpportunityNutanix is looking for an General IT Support Engineer to be part of the Corporate IT team. You will work in an exciting and extremely fast/paced environment. You should have strong written and verbal communication, solid hardware/software troubleshooting skills for common desktop/laptop issues, IT infrastructure, and a customer-focused mentality. Our overall goal is to provide a world-class customer support experience that is hyper-focused on efficiency. About the TeamThe Corporate IT org was established in 2019, and it has been an integral part of enabling Nutanix systems to execute on an everyday level. You will be working in a large team with many senior professionals, balancing work-from-home and in-office. The team is part of the Global IT org, supporting Nutanix IT processes across the whole globe, and cooperating with people based on any continent. Your Role
- Front-line support for Tier 1 and 2 requests.
- Ticket triage and acts as a single point of contact for customers on escalations to the appropriate level.
- Performing initial triage, diagnosis, and troubleshooting; Proactively notifying customers of all incidents within SLA guidelines.
- Monitor systems/infrastructure/SaaS services.
- Remotely resolving incidents within their capability and implementing known solutions to known issues.
- Responsible for working with other support specialists to coordinate and quickly resolve customer issues, Providing regular updates to customers as efforts for resolution progress.
- Responsible for escalating issues to third parties and higher technical and managerial support in accordance with expected service levels.
- Documenting all actions taken to resolve incidents in ticketing tools; Ensuring the correct and timely closure and completion of all incidents in ticketing tools.
- Monitors incident status and escalates cases that are not resolved in a specific time frame.
- Other duties as assigned by management.
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📌 Global IT Support Engineer (México)
🏢 Nutanix
📍 México
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