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Publicado hace 13 días
Intermediate
IT Support Technician II
$45,000 MXN/mes brutos
*Salario especifico depende del proceso de selección
Description
IT Support Technician II is responsible for providing intermediate-level technical support, handling Tier 1 issuesand more complex issues. Key duties include troubleshooting software, hardware, and network problems,assisting with system upgrades, and resolving issues related to workstations, printers, and peripheras. They mustensure timely resolution of incidents through ticketing systems. Strong time management skills, problem-solvingabilities, self-manager skills and in-depth technical knowledge are essential for success in this role.
Requirements
1. Technical Support
• provide first-line technical support to internal users via Teams, phone or email
• diagnose and resolve hardware, software and network issues
• troubleshoot computers, laptops, printers and other peripherals
• install, configure, and maintain software applications and operating systems
2. Ticket Management
• manage and prioritize tickets using the company ticketing system
• triage, resolve or escalate support tickets in a timely manner
• document technical issues, solutions, and troubleshooting steps in the ticketing system
3. User Assistance
• guide users through basic troubleshooting steps for common issues
• help with password resets, account setup, and software installations
• educate users on IT best practices for safe software application and computer usage
4. User Administration
• configure, manage and maintain user accounts and access permissions
across various systems
• ensure that users have appropriate access while maintaining security
and operational efficiency
• create new accounts, modify existing accounts and deactivate accounts
when users leave the company
5. Documentation
• maintain and update user manuals, knowledge base articles,
and support documentation
• document recurring issues and potential solutions to improve
efficiency of support operations
6. Project Support
• assist to manage IT asset inventory, including hardware and software systems
• assist with IT projects such as system migrations, software deployments,
and hardware upgrades
• collaborate with users, managers, and product engineering teams to
implement new technologies
7. System Maintenance
• assist with routine system updates, software patches, and hardware upgrades
• perform upgrades regularly to ensure optimal endpoint security and performance
8. Problem Escalation
• escalate unresolved or overly complex issues
• follow-up on escalated issues to ensure they are resolved in a timely manner
Benefits
Benefits:
o Competitive salary
o Health/Dental/Vision insurance
o Paid Time-Off (2-weeks) plus federal holidays
o Remote-work flexibility
o Professional growth and development opportunities
Skills
Microsoft Azure
Jira
