IT Tech Support L1 - 5A Process Associate

Inviting applications for the role of Process Developer - IT Tech Support L1 This role is to provide technical support to users based in the Guadalajara Mexico site working with devices including desktop/Laptop computers, printers, smart devices, video conference systems, Wi-Fi devices and other peripherals. Also, this position will provide some high-level troubleshooting support for customer provided and vendor-neutral software in a networked environment. This role will also serve for new installations, incoming transitions, and/or major improvements related to organic growth. This role is also responsible for providing daily oversight for End User Computing team members assigned to the site Responsibilities Provide IT Support to end users, executives members onsite or remotely or in video conference events. · Troubleshooting and maintenance of end users laptops, Mobile devices and basic IT infrastructure equipment including Telecom. • Ensure all end user and IT documentation is updated, provide End user training for new or existing applications when needed. • Imaging new PCs & laptops and configuring them for end user use • Escalation point of contact for help desk/onsite issues & represent local IT team for any local business critical IT issues. • Work with IT management teams to ensure ramp ups, IT projects, new transitions requirements are handled promptly. Manage the queue of the ticketing system. Provide data and reporting of Key Performance Indicators and trends to IT regional leader and other partners on ad-hoc, weekly, monthly meetings and as needed; drive strategies for process improvement in the site; monitors and handles the tickets in the queue per Service Level Agreements. Collaborate with various IT departments, offshore support personnel, and vendors to meet end-user needs Configure, install, seek, and maintain software and hardware in a networked environment; perform on-site repairs of technology equipment or arranges for repairs when needed by End Users. Facilitates incident calls related to End User Computing breakdowns and work with internal partners that impact outcomes. Participate as a Team member and customer contact for the site on key project implementations. Work with peers and other groups to ensure the desktop applications and environments that support the End User Computing team is up to date. Provide support for critical after-hour activities as business needs require Troubleshoot and resolve client desktop, 0365 Apps - Outlook/SharePoint/OneDrive/Teams- , Mobile Device Management - Vmware Airwarch, Mac OS & network issues. Must demonstrate shown attention to detail Ability to demonstrate outstanding interpersonal and communication skills with the ability to communicate across various levels of associates within a highly matrixed organization Validated ability to work efficiently in a team setting as well as independently with Qualifications we seek in you! Minimum Qualifications / Skills Associates Degree in Information Systems, Computer Applications, or similar field preferred with relevant experience in IT. Additional IT certifications such as Network +, MCP, ITIL v3, Citrix and VMware Preferred qualifications Relevant experience in the design, implementation, and administration of desktop services

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