Information & Service Desk Specialist

Responsible of setting up and maintaining computer networks within an organization. Offer support to users (internal users, customers, and suppliers) and troubleshoot any problems that arise within and SLA framework.

Ensure the integrity of high availability of network infrastructure (computer, voice, firewall) to provide maximum performance for users, partnering with its peers in North America.

Train new hires on the use of their technology work tools, along with the preparation, assignation and recovery of the IT assets from the employees for the company.

To provide technical support to users in an efficient and accurate manner assuring user value is maintained to the standards set in the company.

Identify and propose technological improvements to user devices and office IT equipment.

**Principal Duties and Responsibilities**

• Configure and install Element domain image to computer and mobile equipment and peripherals under Element standards and processes
• Provide onsite and remote support to all Mexico offices users for computer and utility software related issues
• Ensure proper recording, documentation, and closure of onboarding and offboarding processes with employees of their IT assets assigned/decommissioned
• Tracking, routing, and redirecting problems to the internal IT teams (local or abroad) to correct issues and fulfill IT request
• Configure and install personal computing software and peripherals, help in the installation and configuration of servers, routers, switches and other network or telecom devices
• Monitor network performance and integrity, troubleshooting network problems and outages. Give Support to Site assets and ensuring high availability
• Collaborating with the L1, L1.5 and L3 support teams from DSS, Telecom, Network, Servers, Data and Applications teams
• Responsible for the IT equipment and spare parts inventory in Mexico. Safeguarding, usage, warranties, and recovery of the equipment for use by the Element employees
• Onboard and offboard Element employees and contractors by assigning them or collecting from them their IT assets, along with first contact training of their usage and assistance.
• Vendor management to enforce warranties, support and SLA compliance

**Qualifications**

**—Education and Experience**

• Proven working experience in providing help desk support, infrastructure, and network engineering
• English B2
• Working knowledge of help desk software, metrics, and service management
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• High customer service orientation
• BS degree in Information Technology, Computer Science or equivalent
• ITIL certification desirable

**—Knowledge and Competencies**

• Excellent communication skills, particularly the ability to communicate with business users in a non-technical language
• The skill to take on a variety of tasks and pay attention to detail
• Analytical and problem-solving ability
• Teamwork skills and the ability to feel comfortable working with different teams, clients and groups of staff across an organization, including offshore resources
• Organizational skills and the ability to prioritize your workload.
• Creative and solution focused skills for problem-solving
• Vendor management experience
• Good ability to document issues and resolutions to build a knowledge base