Level 1 and Level 2 Support Analyst

The Role:

Reporting to the Support Lead in Mexico and the IT Manager located in USA, you will be responsible for:

Providing support to both internal and external clients.

Resolving issues escalated from first line diagnostics.

Working closely with internal support teams toward final resolution.

Supporting phone and email assistance.

Maintenance, backing up files and performing installations.

Working through issues surrounding the various business processes.

Oncall support duties in a rotation basis with 24×7 support for critical issues.

Troubleshooting moderately to highly complex issues

Verifying computer hardware, network systems and software programs accurately

Generate Incident Resolution reports for all priority Level 1 and 2, perform Root Cause analysis and testing to verify corrections

The Requirements:

8 + years of experience in IT with ...