IT Technical Specialist
We are seeking a highly skilled IT Technical Specialist to join our team and contribute to the continuous improvement of technologies supporting OM Digital Solutions business divisions.
The candidate will play a crucial role in providing support for day-to-day operations at the onsite IT Support Desk, handling end-user and partner requests. Additionally, this position involves designing and implementing Level 1-3 monitoring and escalation systems, ensuring security and infrastructure health, and enhancing customer experience through effective technical documentation.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Monitor and manage ticket queues daily to meet service-level commitments.
- Follow through and track escalated and active issues, ensuring timely resolution to meet or exceed customer expectations.
- Manage assets and surplus inventory, including hardware and peripherals.
- Demonstrate a deep understanding of Cloud technology and Software as a Service model.
- Assist in Service Quality Management and cross-process compliance within the operations team and throughout the IT Organization.
- Follow and monitor policies and procedures, ensuring correct execution by IT Service providers and technical teams.
- Participate in the end-to-end incident management process and support the coordination of necessary actions until resolution.
- Assist in the preparation of technical reports related to the service (Service Level Agreement, incidents, among others).
- Support improvement actions derived from incidents and improvement proposals with technical teams.
- Assist on the purchase process and distribution of IT equipment.
- Help maintain an effective service system in the customer service center to ensure efficient operations during working hours.
- Collaborate with regional operations, including marketing and sales.
- Provide project-related support for IT improvement initiatives.
- Work collaboratively in a team environment with IT, Project, and Service Management to gather system implementation requirements.
PREFERRED QUALIFICATIONS:
- Specific knowledge of Workplace management tools: Active Directory, Windows & Azure administration, Office 365 Suite, Deployment and Update Tools, ITSM tools, etc.
- Provide support for troubleshooting and resolving CDN-related issues
- Collaborate with cross-functional teams to integrate CDN solutions seamlessly into our e-commerce architecture.
- Proficiency with cloud-based infrastructure, namely Azure, and AWS.
- Proficiency in M365, Azure, and AWS.
- 1 or more years of technical support experience, providing Level 1 through 3 support for complex hardware and software issues.
- Create and maintain systems/services documentation, training programs/materials, and operating manuals.
- Experience in improving and automating services to reduce manual work and wait times.
- Excellent English oral and written communication skills (C1), with the ability to communicate technical concepts to both technical and non-technical audiences.
- Experience working directly with IT and business users.
- Ability to present solutions to technical and non-technical individuals.
- Business and customer-oriented mindset focusing on the quality of the service delivered.
- Strong problem-solving and analytical skills.
- Good knowledge of SQL, combined with web development programming skills.
- Hands-on experience with Snowflake, Power BI & Web Analytics tools for creating and maintaining dashboards.
- Familiarity with the ITIL Framework is a plus.
What we offer:
- A fast paced and dynamic organization & the opportunity to bring in own creative ideas
- Flexible working hours
- 24 days of holiday time each year
- Birthday day off
- Health care benefits
- Bonus participation
