Bolsa de trabajo – Service Desk 2 – Bilingual – Mexico

Position Purpose:

This position supports all second level technical incidents and service requests from multiple communication sources (email, phone, text and walk-ups) for the entire organization.

Essential Duties: 

• Create a positive customer service experience and build strong relationships through active listening, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a professional attitude   
• Create incident/service requests using our Incident Management System to track the progress of the request
• Escalate incidents to correct higher level position when the needs arises and work with the escalation employee to resolve and test all issues 
• Grow the knowledgebase by using resolutions of successfully closed incident/service requests
• Enterprise level knowledge of installing and troubleshooting Windows XP, Windows 7 and Windows 8
• Active Directory knowledge for creating users accounts, resetting passwords, adding group memberships, disabling accounts, creating OU’s, creating GPO’s, creating security groups
• Exchange 2010 knowledge for creating email accounts, distribution groups, setting up online archives, setting storage quotas, creating public folders, managing group access to public folders
• Sophos Suite management knowledge of anti-virus, encryption, and mobile device manage tools
• MAC OS X 10.6 and above installation and troubleshooting
• Office 2010/2013 installation, usage and troubleshooting (Word, Excel, Outlook, PowerPoint, Access and InfoPath.)
• Use KACE to manage asset tracking, creating packages to push, remove and update applications on computers within the organization
• Use CMS to unlock user accounts, change passwords, setup supervisors and agents
• Work with Telecom to setup digital and IP based phones on the PBX system  
• Assist the System Admins by managing Citrix Server environment by troubleshooting servers issues
• Creating DFS shares and managing the user accounts and groups that need to have permissions assigned to those shares
• Creating VPN accounts in the TACACS system for Avaya IP phones used outside the organization
• Managing the SharePoint Home Page by adding, updating and removing front page accouncements as needed
• Other IT duties as assigned

Qualifications/Requirements of the Position:

• At least 2-3 years of previous enterprise Service Desk experience
• GED or high school diploma required
• Must have two or more of the following: COMPTIA A+, Network +, Server+, Security+ or Windows 7, Windows 8, Windows Server 2008, Windows Server 2012, Windows Exchange Administration
• Have or in progress of achieving one or more one the following current certifications is required: CCNA, Windows Server 2008, Windows Server 2012, Windows Exchange 2010, Microsoft SQL Administration, Red Hat System Admin, VMWare Certified Associate
• Excellent communication verbal and written communication skills
• Capable of thinking clearly, analyzing and solving problems under pressure
• Capable of making decisions without always seeking approvals before acting
• Self-motivated and willing to be creative for solutions that need to be created
• Working unsupervised or unattended for periods of time
• Able to lift in excess of 50lbs
• Able to stand for long periods of time