Assistant IT Support

Role Overview

• Cooperation with other employees.
• Providing first line support services.
• Service Desk work 24/7 (Mexico Team works Monday-Friday 08:00-17:00).
• Receiving reports from users (phone, mail, WWW), initial classification in our ITSM tool, assigning them to corresponding helpdesk, 2nd and 3rd line teams.
• Informing and assisting users in case of IT system failure.
• Quick diagnosis and independently solving issues according to defined Service Level Agreement (SLA).
• User administration for supported applications.
• Business support in recurring tasks within IT systems during and at the end of the month.
• Maintaining high level of users support in terms of provided service.
• Accurate reporting of the time spent between each type of tasks.
• Compliance with internal regulations, procedures, law and managers orders, including labor regulations, regulations on remuneration and other internal regulations in the company, including company’s intellectual property protection.
• Behaviors and attitudes consistent with the values.

Requirements

• Fluency in oral and written English – minimum B2 level
• Practical knowledge of Windows systems
• Basic knowledge of IT matters
• Assertiveness in working with internal client
• Emotions handling – both yours and client’s
• Building relationships
• Ability to discover client’s needs
• Independent knowledge acquisition
• Work in an international environment
• ITIL awareness
• Minimum 6 months of experience in IT Service Desk, Help Desk, or IT Support.

Tech Stack

• ITSM

Benefits

• Professional skills development by participation in training and constant self-education.