Ingeniero De Soporte L / Service Desk L

Driscoll's End User Services plays a key role as an intermediary between our Driscoll's users and the technologies that drive the business. As Driscoll's continues its digital transformation, the Support Specialist will focus on providing technical assistance with hardware/software related incidents and requests. This will be achieved through three modules in ServiceNow: incident management/request fulfillment, knowledge management (Knowledge Base).

This position requires the ability to work closely with users in different areas of the business to ensure minimal downtime and efficient delivery of requests. This position requires collaboration with the global End User Services team across different time zones. This is a fast-paced and varied position, requiring a wide range of IT knowledge.

• Complete objectives through your own work using knowledge of fundamental theories and concepts within IT Service Management (ITIL). May manage a program or initiative.
• Use ServiceNow to track and monitor requests for timely resolution in line with our service level objectives. Identify, investigate and resolve technical problems. Perform these duties as an incident and request coordinator.
• Maintains, analyzes, troubleshoots, repairs and replaces computer systems, desk phones, mobile devices, audio-visual systems and other computer peripherals.
• Install, update, troubleshoot, and evaluate company-approved applications.
• Active Directory – Manage computer and user accounts through Active Directory.

• Network: basic troubleshooting of wired and wireless networks.

• Provides corporate telephone system support, desk phone configuration, deployment and troubleshooting.

• Identifies areas of opportunity to improve communications and operation efficiency to improve customer satisfaction.
• Will collaborate with level 2 team in creating new Knowledge Articles, updating existing Knowledge Articles, and migrating existing SOPs from other EUS repositories to the SNOW Knowledge Base.
• Follow Company policies and practices while representing Driscoll's in an ethical and professional manner in all interactions with employees, government agencies, suppliers, growers, customers, etc.

Requirements:

• Bachelor's degree in information technology (IT), Computer Science, Business Administration or related technical degree from an accredited university or considerable on the job experience
• CompTIA+ preferred
• MCP (Microsoft Certified Professional) preferred.
• 2 years of experience as a Level 1 Service Desk/Help Desk Technician in a medium to large multinational organization.
• 2+ years of experience using IT Service Management (ITSM) modules such as Incidents, Requests, Knowledge Base, Problem Management preferably through ServiceNow.
• Experience with Windows 10/11.
• Experience using IT service management solution ServiceNow.
• Excellent customer service skills and excellent organization skills.
• Experience with hardware and software support, troubleshooting, system imaging, hardware repair support (i.e. laptops, desktops, and printers), upgrade, upgrade, and deployment projects.
• Must have scheduling flexibility to support the business during regular business hours, possible evenings and weekends.
• Able to spend a significant portion of the day unpacking and installing hardware such as printers. Must be able to lift 25 pounds.
• Strong analytical, problem-solving and decision-making capabilities.
• Must have experience breaking down complex technical information in a simple way.
• Strong collaboration, teamwork and relationship building skills at multiple levels and functions in the organization.
• Strong communication skills in writing, speaking and presentation.

Preferred (other) Qualifications:

• Intermediate experience with Microsoft technologies such as Office 365 administration, Azure AD, Endpoint Manager.
• Basic experience using automation tools or scripting languages ​​such as PowerShell or Python.
• ITSM certifications related to the provision of services are a plus.
• Basic to intermediate project management skills.
• Certifications are a plus.
• previous experience leading technical projects or small technical teams
• A valid passport and the ability to travel internationally without restrictions.