People are at the core of Cheapoair. We are one of the fastest growing travel technology companies in the world; our portfolio of travel brands, including flagship product CheapOair, receive over 100 million visitors annually.
We are currently looking for a highly motivated leader for the IT Service desk team in Mexico. This person must be used to work in fast-paced enviroments, with a hands-on attitude towards leadership.
Oversee the Mexico Help Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions.
Contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.
Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts. Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.
Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required.
Manages the Help Desk staff including consultation on performance evaluations, promotions and hiring process.
Provides staff support for administrative tasks and projects relative to the desktop, servers, routers, switches at Wide Area Network and Local Area Network levels.
Support all Telephone/communications functions, responsible to maintain and support all office network
infrastructures. Servers health and maintenance, maintain Windows Active Directory, Windows servers and PC patch management, Backup, antivirus, SAN, NAS, Email, etc.
Responsible to maintain all local and remote locations assigned to the team as well as all remote and local users.
Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems.
Maintains a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels.
Develops and maintain Service and Business Level Agreements to set expectations and measure performance.
REQUIREMENTS & QUALIFICATIONS
Bachelor's degree with 3 years of experience or 5 years of experience in related technical field and managerial experience in a help desk environment supporting desktop, wide area network, and local area network equipment.
Any equivalent combination of education, experience and training that provides the required knowledge, skills, andabilities.
Bilingual, Spanish and English (NON NEGOTIABLE)
Configure, maintain , secure and troubleshoot IT systems
Storage, SAN and NAS setup, configuration and management.
Antivirus, backup and Windows patch management.
Windows Active Directory, DHCP, DNS, SMTP, FTP, WSUS, VLAN Configuration, system backup, image deployment.
Widows Server 2008/2012 and Linux server support, Windows Powershell and Microsoft Office Application support.
Hardware and Software inventory management, phone system support.
VMware system configuration, deployment and support.
Cisco and Juniper switches configuration support, access point, wired and wWireless network support.
Sabre, Amadeus and Farelogic configuration, installation and support.
Competitive base salary
All benefits required by Mexican law: vacation time, vacation prime, Sunday and holiday prime, Christmas bonus, IMSS, INVFONAVIT and FONACOT
Paid overtime according to operational requirements
2 days off, per week
Fun team environment
Ciudad: ciudad de méxico
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