Job Description :

　　JD ID Role (L1/L2/L3/Service Lead/Tech Lead/Architect) L1/L2 Support Position Technical Support Engineer Department / PU CISMFG Academic Background Bachelor of Engineering / Technology / Science Overall Experience (in yrs.) 3 - 5 plus years Location Aguascalientes 40

　　6 JD ID Knowledge of computer network domains, technologies, and protocols.Knowledge of information security guidelines, technologies, and protocols.Knowledge of VC/Telephony systems, technologies and protocolsAnalytic and problem-solving skills.Good written and oral communicationKnowledge of computer hardware systems.Knowledge of collaboration and remote support toolsKnowledge of Apple mobile devices common issues and troubleshooting techniquesTicket based IT Support tools (Remedy, SNOW)Knowledge of OS systems, Enterprise, and Office software. Technical skills (Required - Nice to have)

　　Awareness of latest technologies and trendsKnowledge of agile methodologiesMust have the ability to identify and instill industry best practices.Proven Customer Service skillsExcellent written and oral communication. Language skills needed Role (L1/L2/L3/Service Lead/Tech Lead/Architect) People skills EnthusiasticClient managementTolerantTrustworthy Soft skills Create deep client impactExecution excellenceProblem solving and communication 57 Role (L1/L2/L3/Service Lead/Tech Lead/Architect) The role is expected to carry out following function/activities as part of this job.

　　Take ownership of customer issues reported and seeing problems through to resolution.Research, diagnose, troubleshoot and identify solutions to resolve IT related issuesProvide prompt and accurate feedback to end usersRefer to internal database or external resources to provide accurate tech solutions.Ensure all issues are properly logged.Prioritize and manage several open issues at one time.Prepare accurate and timely reports.Analyzes requirements to ensure the system meets performance needs.Ensures that all systems are working at optimal levels and offers support regarding incident resolution, new technologies and system requirements.Work closely with local and central support teams for day-to-day support issues, break/fix issues, and scheduled maintenanceResponsible for writing documentation to describe existing and new environments, technologies, and enhancements.Works with outside vendors as requested for incident resolution and new requirementsWork with offshore teamsRoll shift based on client needs Expert