On-Site Service Specialist

Description du poste:

Location:Naucalpan de Juarez, Estado de México, Mexico

Job ID: R0041885

Date Posted:2024-02-07

Company Name:(COMPANY NAME) ENERGY MEXICO, S.A. DE C.V.

Profession (Job Category):IT, Telecom & Internet

Job Schedule: Full time

Remote:No

Job Description:
Your Responsibilities:
* Diagnoses and resolves IT-related issues effectively and efficiently.
* Ensures that computers are delivered in a 'ready-to-use' condition for IT users.
* Provides ad-hoc training to users on common IT issues and guides them through self-service tools.
* Manages the physical stock of devices and accessories, including updates in the Configuration Management Database (CMDB).
* Conducts regular inventory checks for relevant hardware.
* Coordinates logistics by utilizing local logistics providers to transport and relocate devices between locations.
* Handles warranty cases in collaboration with the appropriate Original Equipment Manufacturers (OEM) vendors.
* Identifies and report potential risks that could impact the quality of OSS services.
* Offers support to end users and ensure the functionality of IT equipment and software in meeting rooms and other user collaboration areas as part of desk-side support.
* Hosts and assist third-party technicians.
* Performs routine checks of computer rooms, including monitoring temperature, air conditioning, cabling, and general functionality.
* Adheres to prescribed OSS governance, which involves participating in meetings and following the escalation process, among other responsibilities.
* Follows OSS procedures as outlined in the Runbook, Standard Operating Procedures (SOPs), and knowledge articles.
* Recommends equipment modifications or improvements to achieve operating efficiencies and ensure customer satisfaction within a factory environment (when applicable)
* Support process engineering & maintenance as related to non-standard IT hardware, non-standard systems, IT-related production equipment, machine control issues, etc. (when applicable)
* Responsible for the setup and deployment of hardware of various types of software. (when applicable)
Your Background

* The work is 100% in person at our unit in Reynosa, Mexico.
* Formal qualification in IT completed from an accredited university or college OR completed an apprenticeship in the field of IT.
* Excellent communication skills, both written and verbal, including the ability to communicate effectively with both business and technical audiences in local language and English.
* Proactive and solution-oriented mind-set
* Demonstrates an ability to work independently and is self-driven

Tools:
* Service Now
* MS Office 365
* Windows
* iOS
* Asset Management Tools.

Methodologies:
* ​Lean 6 Sigma
* ITIL