Analista Soporte IT

Epicor Software Mexico SA de CV

Full Time
☎️ Atención al Cliente
Microsoft
Support
Management
Remoto 🌎
Dec 24
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About Us : Epicor Software is a global technologyleader dedicated to helping businesses drive growth for more than45 years.

Our modern, industry-specific software helps customersboost efficiency and productivity by simplifying and automatingeveryday processes.

We have a stellar team of nearly 4,000worldwide employees who are passionate about building exceptionalproducts and solutions through teamwork, constant innovation, andintegrity.

We strive to hire and reward star players who inspireone another and drive results for the business and our customers.About the Role : The IT Help Desk Support Analyst handles alertingof problems and works to resolve them.

He / She analyzes the problemand, depending on problem complexity and resolution timeconstraints, either solves it or escalates.

The IT Help DeskSupport Analyst utilizes support from technical experts within theorganization and third parties, as required, to resolve a problem.

He / She takes responsibility for handling incidents and followingthem through completion or escalation. Upon successful resolution,he / she finalizes the task according to Epicor’s policies forincident management.

Job duties also include recording the problemsencountered and techniques used to solve it for future reference.What You’ll Do : Global IT Help Desk Support Analyst should becapable of solving a variety of problems, including those that maynot have standard resolution methods.

This position requires aperson who can think ahead to implement proactive measures. Abilityto grasp information in several formats, including print, verbaland pictorial representations, is important. What You Need toSucceed :

  • Delivers superior customer experience by responding toService Requests according to established service level agreementsin a timely, accurate and professional manner.
  • Providesfundamental information technology / systems support and serves as'front line' response to customers via phone, email, instantmessage, and remote connectivity assistance.
  • Follows standardcall tracking, special instructions and other documented processesand procedures and logs all work performed in a highly detailed andreadily reviewable manner in the incident tracking system.
  • Assists and / or consults with tiered support escalation members toachieve company defined Service Level Agreements.
  • ProvideMicrosoft Windows operating systems support including training andsupport requests received for Microsoft Office Suite applicationsand other enterprise IT and business applications.

AdditionalSkills That Could Set You Apart :

  • A minimum of one years’experience in IT Help Desk or technical Customer Service CallCenter (level 1) environment preferred.
  • Technical knowledge inActive Directory, Windows Operating Systems, MS Office, O365,Windows Server 2008 / 2012 / 2016, TCP / IP, DNS, DHCP, and Networking ispreferred.
  • Demonstrate ability to diagnose and troubleshootproblems in an effective manner.
  • A positive professional attitudewith strong background in customer service is a must.
  • Excellentinterpersonal and communications skills (verbal and written).
  • Ability to think outside the box when diagnosing andtroubleshooting issues where documentation may not readily exist.
  • Ability to read, write, and speak in English is mandatory.
  • Windows Server Technologies and Active Directory experience a plus.
  • Thin client technology experience (Microsoft Remote Desktop WebAccess) a plus.
  • Network management software experience (Dell OpenManage, Microsoft System Center, SolarWinds Orion) a plus.
  • Documentation and attention to detail a must.
  • Microsoft Exchange2010 / 2013 experience a plus. -Requerimientos- Educación mínima : Educación superior - Licenciatura 1 año de experiencia Idiomas : Inglés Edad : entre 18 y 99 años Conocimientos : Microsoft Excel,Microsoft Outlook, Microsoft PowerPoint, Atención al cliente,Resolución de problemas, Soporte al cliente, Tecnología de lainformación, Microsoft Office Palabras clave : analyst, apoyo,support, apoyo
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