Senior Technical Support Engineer

Mexico City, Mexico

Position Summary (Roles & Responsibilities):

  • 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
  • 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
  • Excellent communications skills and interpersonal skills
  • Strong working knowledge of network protocols and services
  • Good experience in scripting languages (shell, bash and python)
  • Excellent deductive reasoning and troubleshooting 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

 

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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