Technical Support Engineer

Mexico City, Mexico
  • Position Summary (Roles & Responsibilities):

    • Provide customer service through ServiceDesk
    • Process and resolve system’s and customer's technical L1 issues
    • Negotiate resolution process with service provider on L2 incidents
    • Create knowledge documents to reduce L1 (‘how do I’/‘what is this’) questions
    • Providing Technical guidance and trainings to Service Desk team
    • Initiate development, and develop internal technical procedures for Service Desk for all existing and new coming operations/types of requests
    • Report on any operational risks, unexpected delays or production issues to the management
    • Control technical conformity of Service Requests fulfillment.
    • Manage projects and tasks related to automation and optimization tasks performed in the Service Desk

    Experience & Requirements:

    • Highly motivated individual with good analytical skills dedicated to completing tasks on schedule
    • Excellent deductive reasoning and troubleshooting skills
    • Experience in system, network or application administration with expert troubleshooting ability (Linux)
    • Experience of working in knowledge management environment: creating detailed knowledge documents after resolving the incidents, empowering users, enabling self-service to reduce repeat incidents
    • Solid understanding of Internet technologies, network protocols and services
    • Command line advanced usage proficiency
    • Good communications and interpersonal skills
    • Good customer service skills, with good written and verbal communications.
    • Creative thinking and Initiative (analyzes strengths and weaknesses of current approaches, modifies and adapts current methods and approaches to better meet needs)
    • English level: intermediate or upper

     

    Will be of advantage:

    • Understanding of IaaS, PaaS, SaaS service delivery
    • Understanding and knowledge of ITIL framework best practices for IT Service Management
    • Technical experience of an application hosting environment (including web servers, database, virtualization, storage, load balancers, firewalls)
    • Experience with SQL and NoSQL
    • Experience in scripting languages (shell, bash and python)

 Skills:

  • Spoken and written English & Spanish 
  • Knowledge of SW development/implementation methodology
  • Ability to read Java code and query Oracle DB
  • Good communication skills

 

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