It Helpdesk Support (Mexico)

Duties and Responsibilities • Provides intermediate-level support to end-users for Windows Users (Active Directory). • Windows Support. • VoIP Support • Office365 & Exchange online Support. • Conducts support and troubleshooting for the Technology areas, including Voice, WAN, LAN, PC, Laptop, Printer, Password Resets, Printers, etc. • Interacts with Network Services, Server Services, Security Administration, and Planning/Compliance to identify and correct core problems • Simulates or recreates user problems to resolve operating difficulties • Maintains System Utilization Reports and works with On-Time Performance to monitor and report Technology related • Tracks System outages on a daily basis • Maintains Help Desk Knowledge Base and interacts with technicians to keep the information accurate • Provides training and guidance to less experienced team members • Handles problems that other team members are unable to resolve • Processes Technology Requests for Installs/Adds/Moves/Changes • Reviews Problem Tickets and Change Tickets to ensure service levels are being maintained • Assists in maintaining departmental procedure documentation and ensuring consistent and accurate handling of problems Requirements • Associates / Bachelor's degree preferred and/or certifications + experience. • Certifications: A+ or Microsoft Desktop Support (Following Certifications are a Plus: CCNA, Network+, Server+, Security+) • Windows Server & Active Directory experience • Exchange or Office365 Support experience • VoIP • Effective Communication Skills (English and Spanish) • 2+ years of Help Desk Experience • 2+ years in troubleshooting experience with Network and Windows Active Directory environments • Strong interpersonal, written, and verbal communications skills • Strong problem-solving and analytical skills • Advanced English Benefits Competitive Salary Private Medical Insurance Growth Opportunities