On-Site Service Specialist

Your Responsibilities:

• Diagnoses and resolves IT-related issues effectively and efficiently.
• Ensures that computers are delivered in a 'ready-to-use' condition for IT users.
• Provides ad-hoc training to users on common IT issues and guides them through self-service tools.
• Manages the physical stock of devices and accessories, including updates in the Configuration Management Database (CMDB).
• Conducts regular inventory checks for relevant hardware.
• Coordinates logistics by utilizing local logistics providers to transport and relocate devices between locations.
• Handles warranty cases in collaboration with the appropriate Original Equipment Manufacturers (OEM) vendors.
• Identifies and report potential risks that could impact the quality of OSS services.
• Offers support to end users and ensure the functionality of IT equipment and software in meeting rooms and other user collaboration areas as part of desk-side support.
• Hosts and assist third-party technicians.
• Performs routine checks of computer rooms, including monitoring temperature, air conditioning, cabling, and general functionality.
• Adheres to prescribed OSS governance, which involves participating in meetings and following the escalation process, among other responsibilities.
• Follows OSS procedures as outlined in the Runbook, Standard Operating Procedures (SOPs), and knowledge articles.
• Recommends equipment modifications or improvements to achieve operating efficiencies and ensure customer satisfaction within a factory environment (when applicable)
• Support process engineering & maintenance as related to non-standard IT hardware, non-standard systems, IT-related production equipment, machine control issues, etc. (when applicable)
• Responsible for the setup and deployment of hardware of various types of software. (when applicable)

• The work is 100% in person at our unit in Reynosa, Mexico.
• Formal qualification in IT completed from an accredited university or college OR completed an apprenticeship in the field of IT.
• Excellent communication skills, both written and verbal, including the ability to communicate effectively with both business and technical audiences in local language and English.
• Proactive and solution-oriented mind-set
• Demonstrates an ability to work independently and is self-driven

• Service Now
• MS Office 365
• Windows
• iOS
• Asset Management Tools.

• Lean 6 Sigma
• ITIL