Responsibilities
- Diagnose and troubleshoot hardware/software issues to document and resolve problems.
- Provide second-level user support for complex issues that cannot be resolved remotely by the Service Desk.
- Ensure incident management by responding to service desk requests via multiple communication channels and escalating as necessary.
- Lead hands-on support for IT project implementations and perform additional job-related duties as assigned.
- Collaborate with cross-functional teams to solve end-user technology issues.
- Assist with asset management and maintain stock levels of spare equipment.
- Support the Platform Service Team in backup operations and PC replacement programs.
- Keep IT management informed about the state of local infrastructure.
JOB DESCRIPTION
- Diagnose and troubleshoot hardware/software issues to document and resolve problems.
- Provide second-level user support for complex issues that cannot be resolved remotely by the Service Desk.
- Ensure incident management by responding to service desk requests via multiple communication channels and escalating as necessary.
- Lead hands-on support for IT project implementations and perform additional job-related duties as assigned.
- Collaborate with cross-functional teams to solve end-user technology issues.
- Assist with asset management and maintain stock levels of spare equipment.
- Support the Platform Service Team in backup operations and PC replacement programs.
- Keep IT management informed about the state of local infrastructure.
Qualifications
- Strong sense of ethics and capacity to interact with stakeholders.
- Excellent collaboration and communication (Verbal and written) skills.
- Proficiency bilingual (Spanish/English) language competency required.
- Bachelor's degree or equivalent experience.
- 2-4 years of experience in MS Windows desktop operating system deployment.
- Strong understanding of software distribution tools and network infrastructure principles.
- Experience wit
📌 IT End User Services Senior Analyst (Mexicali)
🏢 Vertiv
📍 Mexicali
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