In Omron México we are looking for our next IT Service Analyst located in Guadalajara.
Our IT Service Analyst will be responsible for providing first class technical support to all Omron internal staff and contractors who have access to Omron's internal network and systems. This position will be expected to maintain both software and hardware inventory for all supported Omron entities locally and remotely. Maturity of judgment under pressure and the ability to triage and diagnose the level of user needs is essential.
The IT Service Center Analyst II must be able to prioritize tasks and multitask appropriately while working in a rapidly changing global environment.
RESPONSIBILITIES: Primary focus is to provide onsite user and infrastructure support at Guadalajara site, reporting any major issue to Mexico IT Tech Lead, IT LAM and OMCA Regional IT Leadership.
Provide first and second level incident resolution and request fulfillment for all Omron users with hardware, software and application issues. Provide accurate and timely logging of incidents and resolutions in ITSM ticketing system. Able to effectively support individuals from all levels of the organization including C level Ability to properly prioritize support issues based upon urgency, severity and impact to both the individual and the organization. Manage ticket priority, categorizations, problem association, CI association and other ticket mechanics. Ability to provide effective and accurate solutions to user problems to ensure user satisfaction and productivity Courteously obtain and document concise incident, request and problem information for internal service personnel. Escalate problems to appropriate IT staff for workaround, resolution, root cause analysis and preventative solutions. Document replication evidence and details prior to each escalation. Maintain frequent communications with end users during the incident resolution and request fulfilment process. Utilize superior customer service skills and multitasking abilities. Ability to manage and lead individual or small projects. Work closely with other teams to record and publish knowledge transfer needed to support IT Service Center incidents and/or requests Support continual service improvement by reviewing and recommending modifications to standard operating procedures and work instructions. Represent the Omron Guiding Principles through personal and business interactions with employees, distributors and colleagues. Other duties and special projects as assigned, including occasional off hours and weekend support. Represent Omron in a professional, ethical, and socially responsible manner. EDUCATION, EXPERIENCE AND CERTIFICATIONS: Education: At Minimum an Associate's degree (Bachelor's preferred) in a technical field i.e. computer science or information technology or equivalent work experience. CompTia A+ and/or Network+ certification is highly preferred.
Experience: Minimum of 2-4 years of experience in related field; 3+ years preferred. Thorough understanding of ITSM ticketing systems and associated tools is required.
Core Technical Competencies:
Employee Onboarding/Offboarding TCP/IP, Active Directory and DNS Basic network troubleshooting (VPN, Ping, DNS, Tracerouting) Microsoft Windows Operating Systems Microsoft Office suite Wireless / Mobility administration PC/Mac Lifecycle Management Print Sharing administration and troubleshooting Ability to support remote user AV and Video conferencing administration and troubleshooting The following is advantageous but not required:
Bilingual in either Spanish and english ERP and Applications support Microsoft Office 365 Administration ITIL knowledge. SKILLS: Technical Abilities: Excellent analytical, conceptual, and problem-solving abilities. Excellent architecture and technical support documentation skills
Behavioral Profile: Excellent understanding of the organization's goals and objectives. Excellent communication and interpersonal skills. Experience working in a team-oriented, collaborative environment. Exceptional customer service orientation.
Travel Requirements: Approximately 5% travel
"Omron is an Equal Opportunity Employer. We provide equal employment opportunities to all employees and job applicants regardless of their race, religion, gender, age, disability, social status, ethnic origin, immigration status, opinions, sexual preferences, marital status, pregnancy, or any other factor that goes against human dignity, in accordance with the Mexican Federal Labor Law. In addition to complying with the requirements of the Mexican Federal Labor Law, we adhere to applicable state and local laws governing non-discrimination. Omron is committed to not discriminating against any individual, whether within its facilities or in any other location where employees perform their duties, including remote work and other employment-related situations. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training."
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