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Costa Rica, Sinaloa, México
Onsite
Job Purpose:
This is the first point of contact for the customers when they need to raise a request or incident ticket. The Level 1 position usually consists of technicians who have a working knowledge of the most common issues that might occur in an IT environment, including password resets, basic hardware triage.
Responsibilities:
Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible; log all Incident/Service Request details, allocating categorization and prioritization codes; provide first-line investigation and diagnosis of all Incidents and Service Requests; owns all Incidents and Service Requests throughout the lifecycle
Assign unresolved Incidents to appropriate Level 2 Support Group
Keep users informed about their Incidents’ status at agreed intervals; verify resolution with users and resolve Incidents
Escalate Major Incidents to the Incident Manager
Escalate Incidents at risk of breaching SLA to Incident Manager
Qualifications:
Education
High School graduate is required
Associate's Degree in Information Technology is preferred
Certifications preferred:
Experience
1 to 3 Years of relevant work experience is required.
Knowledge, Skills and Abilities:
Able to execute instructions and to request clarification when needed.
Possesses strong data entry skills.
Able to use common office equipment.
Able to demonstrate complex problem solving, critical thinking, and decision-making.
Able to recognize and attend to important details with accuracy and efficiency.
Able to communicate clearly and convey necessary information.
Able to converse and write effectively in English and other local / regional language.
Able to interact effectively with higher levels of management (managers & above)
Understand, communicate, and collaborate effectively with people across various identities.
Able to adjust readily to change and adapt as needed.
Able to constructively work under stress and pressure when faced with high workloads and deadlines.
Able to work independently with minimum supervision.
Able to effectively multi-task.
Able to maintain confidentiality of sensitive information.
Able to collaborate and build solid, effective working relationships with others.
Able to talk on the phone (or wear a headset) for long periods of time.
Able to quickly learn/adapt to new systems and technology.
Able to use relevant computer systems and applications at an advanced level.
Working Conditions:
On-call availability required as necessary.
May be required to work in shifts (timings subject to business needs)
Remote / Work-from-home.
Occasional non-standard work hours or overtime as business requires.
Professional, office environment.
TD SYNNEX Statements:
TD SYNNEX is committed to the full inclusion of all qualified individuals. As part of this commitment, TD SYNNEX will ensure that persons with disabilities are provided reasonable accommodations. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact your recruiter
TD SYNNEX is an Equal Opportunity Employer- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
At TD SYNNEX we embody our shared values of Collaboration, Accountability, Integrity, Excellence and Inclusion. Our organization strives to provide a diverse and inclusive environment for all our colleagues, company and community.
At Shyft Global Services, a TD SYNNEX Company, our values guide everything we do: Together, We Own It, We Dare to Go, We Grow and Win, and above all, We Do the Right Thing. These principles shape how we work with each other, our partners, and our communities as we drive innovation and create lasting impact.
#DNS
What’s In It For You?
Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.
Don’t meet every single requirement? Apply anyway.
At Shyft Global Services, a TD SYNNEX Company, we’re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you’re excited about working for our company and believe you’re a good fit for this role, we encourage you to apply. You may be exactly the person we’re looking for!
We are an equal opportunity employer and committed to building a team that represents and empowers a variety of backgrounds, perspectives, and skills. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity or expression, sexual orientation, protected veteran status, disability, genetics, age, or any other characteristic protected by law.