IS Senior Support Analyst
Department: IS - Applications
Employment Type: Permanent - Full Time
Location: Mexico/Mexico City
Reporting To: James Smith (Director of IS Operations, Americas)
Description
ROLE PURPOSE
This role will troubleshoot and resolve problems that are logged via email, telephone or in person. This includes installing, diagnosing, repairing, maintaining and upgrading all PC hardware, software and technology related equipment to ensure optimal performance. The Senior IS Support Analyst deals with all IS procurement requirements and mobile telecommunications, while working closely with clients, processing incidents and assisting with defining improvement actions needed.
Key Responsibilities
MAIN RESPONSIBILITIES
· Maintain an inventory of installed software, managing software licensing, and creating policies and procedures for upgrades
· Work with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on schedule
· Perform analysis, diagnosis, and resolution of client related problems and recommend/implement correct solutions including off-site repair for remote users as needed
· Install, configure, test, maintain, monitor, and troubleshoot laptops, desktops, and related hardware and software
· Liaise with and provide training and support to IS clients
· Configure and support hand held mobile devices
· Analyze and make recommendations for hardware and software standardization
· Create user accounts and manage access control based on company policies
· Analyze, troubleshoot, and resolve system hardware, software, and networking issues
· Perform system backups and recovery
· Troubleshoot and repair hardware and network connectivity issues
· Remove old equipment and perform data migration to new machines
· Field incoming help requests and log activity through generating work tickets
· Research and resolve difficult and complex problems
· Analyze and identify trends in issue reporting and devising preventive solutions
· Provide assistance to Infrastructure management to maintain a stable server, communication, and network infrastructure environment
· Other duties as assigned
Skills, Knowledge & Expertise
REQUIRED EDUCATION AND QUALIFICATIONS
Education Level:· Associate’s Degree in Computer Science or equivalent required; Bachelor’s Degree preferred· Certifications in MS Operating Systems, A+ Certification, or MS Office application preferred
Qualifications: · Minimum 2 years’ relevant experience within IS support · Bilingual – Spanish & English
REQUIRED SKILLS AND COMPETENCIES · Knowledge of PC software, hardware, desktop operating systems, and Office productivity software· Ability to maintain patience, a customer-friendly attitude and work in a team environment· High degree of problem-solving and analytical abilities· Strong verbal and written communication skills, with the ability to effectively communicate with non-technical and technical people· Strong working knowledge and demonstrated experience in IS systems· Excellent organizational and follow-up skills with strong attention to detail· Highly motivated
