It Service Desk Specialist (2Nd Shift)

It Service Desk Specialist (2Nd Shift)

Poly México

It Service Desk Specialist (2Nd Shift)

Detalles de la oferta

Descripción y detalle de las actividades
Poly (Plantronics) is a global leader in business and consumer audio communications. For more than 50 years, we’ve been driven by a single obsession to support our customers’ most important needs: experiencing and facilitating simple and clear communications while enjoying distraction-free environments.

Join our adventure!


The Service Desk Service Specialist is responsible for all phases of operations for the internal IT Service Desk. Reporting to the IT Service Desk manager, you will work closely with other members of the IT group to support all end users, both local and remote, in their day-to-day computer hardware and software needs. This is primarily a Windows 10 and Office 365 environment. You will also provide technical support for our Manufacturing Support Systems, including computers, printers, scanners, etc.

• Provide telephone, email, web and hands-on technical support to local and remote Poly Associates
• Is responsible for supporting IT manufacturing support systems by identifying and solving root cause of hardware and software issues.
• End to end management of all reported Incidents and Service Requests through resolution within established service levels
• Provisioning, configuration, and troubleshooting of Windows and Mac hardware including equipment used for IT manufacturing support systems.
• Documents and escalates hardware and software problems to other IT specialists
• Logging detailed and accurate data utilizing our current Service Desk Ticket Management tool (Service-Now).
• Provides users with training on key applications
• Follow standard documented processes and procedures.
• Compliance with environmental, health & safety practices.
• Participate in after-hours support rotation.
• Participate in IT related projects as needed.
Experiencia y requisitos
Required Education, Experience, Skills:

• BS / BA in Information systems or related field (Ing. TIC, Ing. Sistemas Computacionales)
• A+ Certification and / or Microsoft certifications a plus
• 2+ years of industry experience working in a Service Desk environment supporting 1000+ employees.
• Experience supporting Zebra label printers and hand-held scanners
• Excellent written and verbal communication skills. Must be able to communicate with individuals at all levels of technical and non-technical skill sets
• Strong analytical and problem-solving skills, consistent follow-through to assure problems are resolved and communicated to customers
• Proficient in security group assignment, user account creation and management using Active Directory
• English - written and verbal communication skills. (90% or higher proficiency required)
• Experience with Microsoft Windows 10 and Microsoft Office 2016/365.

What do we have to offer?
• Joining a fun and supportive global team, going through a journey of change and globalization, truly making an impact on Poly’s success in the future.
• Joining a community that sets high standards, actively supports personal and professional development, and strives to provide an optimal work life balance.
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