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Now Hiring: Technology Services Specialist (Mexico City)

SUMMARY OF RESPONSIBILITIES:

- Manage client relationships and performance of technical services to the client
- Monitor, control, and support service delivery, ensuring systems, methodologies and procedures are followed

ESSENTIAL DUTIES AND RESPONSIBILITIES:

- Coordinate nationwide (EEUU) service requests for technology related solutions with clients and outside field technicians
- Track and manage individual and project based tasks
- Provide technical expertise and support for remote and onsite requests generated by corporate customers
- Coordinate and communicate all aspects of work orders generated by client base via email, phone, or web-based service tool
- Review scope of work on each work order to ensure requirements are clear and concise
- Locate and qualify field technicians and assign to work order
- Interpret needs of client to technician to ensure skill set and fees are properly matched to work scope
- Provide instructional training and support to field technicians
- Enter all correspondence and detailed notes into ticketing system
- Manage all processes required for efficient parts logistics, site readiness
- Maintain a sense of urgency with issue resolution
- Build and maintain client relationships
- Represent company in a positive, professional and enthusiastic manner when working with customers, field technicians, and internal colleagues
- Perform other duties or responsibilities as assigned or required

QUALIFICATIONS:

Experience

- Minimum 2 years experience in customer service, technical support, or project management
- Previous experience in IT service management
- Highly experienced with computer and server hardware
- Highly experienced with networking (servers, routers, switches, firewalls, access points, etc.)
- Prior experience with remote IT support tools
- Experience with Windows 7, 8, NT, Server Protected content 2012, Office and Hosted Exchange
- Experience with the following is desired but not required: Cisco, SQL Server and Linux

Skills

- Excellent self-organization and direction in performance of tasks, including time management skills
- Ability to pay close attention to details, and analyze for accuracy
- Client relationship and strong people management
- Ability to manage outsourced suppliers
- Issue escalation and resolution
- Excellent English verbal and written communication skills
- Must be able to multitask
- Able to work independently or with a team
- Outstanding phone skills
- Proficient on a PC and/or laptop
- Ability to type 40 wpm or better
- Working knowledge of Microsoft Word, Excel, and Microsoft Outlook
- Understands all aspects of email communication through MS Outlook
- Patience and flexibility

Technical Skills

Excellent working knowledge of:
(see experience above)
- VoIP phone systems
- Windows and MAC OS
- Hardware
- Networking and cabling
- Technical troubleshooting

Education

- High school diploma
- Associates or Bachelors degree (preferred)
- Equivalent combination of education and work experience will be acceptable

HOURS OF OPERATION:

- Open hours Monday thru Friday 7:00am - 7:00pm
- Flexible schedule

Please forward your CV (resume), salary requirements, and any questions.

Thank you

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Mexico City Forum