IT Service Desk…

3 days ago


Hulu Selangor, Malaysia Garza Blanca Preserve Resort & Spa Puerto Vallarta Full time

**Responsibilities**:
Objetivo:
Somos un grupo líder de resorts y vacation club, estamos buscando un agente de soporte de nível 1 para el Service Desk, altamente motivado, para proporcionar la primera línea de soporte técnico a los empleados internos. Para tener éxito debes tener una mezcla de habilidades técnicas y de servicio al cliente y ser un apasionado de la tecnología y de ayudar a la gente. Damos soporte a PCs, Escritorios Virtuales, impresoras, TPVs, etc. Como en todos los puestos de TI, valoramos a las personas que están dispuestas a adaptarse a los constantes cambios en las tecnologías y herramientas.

Funciones / **Responsabilidades**:

- Gestionar las escaladas del servicio de atención al cliente de nível 1 a través de tickets o por teléfono.
- Hacer un seguimiento de las solicitudes pendientes y garantizar la resolución oportuna.
- Crear cuentas y configurar el hardware como parte del proceso de incorporación.
- Gestionar y supervisar los activos internos para garantizar la exactitud de los registros de inventario.
- Interactuar con todos los níveles del personal para resolver diversos problemas técnicos con los ordenadores de la empresa, las impresoras y el equipo de la sala de conferencias.
- Mantener una base de datos actualizada de la documentación de los problemas y las resoluciones
- Pueden añadirse y/o asignarse otras funciones según sea necesario.

Formación y experiência.
- Título de Ingeniero Informático o campo de estudio relacionado.
- Más de 2 años de experiência trabajando en un entorno Windows y Cloud.
- Conocimientos básicos de virtualización con VMware ESXi.
- Gran capacidad de atención al cliente.
- Capacidad para comunicarse de forma clara, educada y oportuna.
- Gran capacidad de resolución de problemas.
- Conocimientos básicos de Firewall.
- Conocimiento de los conceptos de ITIL.
- Conocimiento de los conceptos básicos de la red (TCP/IP, DNS, VPN, VoIP) y cierta experiência en la resolución de problemas de la red.
- Experiência en la documentación de tickets en una herramienta de Sistema de Tickets para Service Desk.
- Experiência en el soporte de Windows 10 y Microsoft 365
- Conocimiento básico de Windows AD, LDAP.
- Hardware de PC, impresoras, escáneres, periféricos informáticos, dispositivos móviles (iOS, Android).
- Conocimiento en servidores de archivos.
- Experiência con productos de seguridad de Microsoft y terceros.
- Gran capacidad de atención al cliente y de resolución de problemas.
- Capacidad para comunicar información técnica, tanto verbal como escrita, a una amplia gama de usuarios finales.

Informes y actividades principales de este puesto:

- Reunión de actualización semanal con el Gerente de Infraestructura.

Benefits



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