IT Engineer - ICS, EMEX
The Church of Jesus Christ of Latter-day Saints
- México
- Permanente
- Tiempo completo
- Troubleshoot, prioritize, and resolve customer support incidents and service requests through searching the knowledge base and consulting with the Global Service Center, senior TSRs, and managers as needed.
- Provide regular status updates to customers, and establish realistic expectations regarding when they can expect resolution to their incident or service request.
- Escalate in a timely manner any tickets that require greater knowledge, skill, or access privileges to resolve.
- Upon resolving an incident or service request, make follow-up contact with the customer to ensure their needs were met, and identify and resolve any gaps.
- Assist customers with simple training needs.
- Resolve complex system administration problems.
- Share knowledge by contributing content to the knowledge base.
- Understand and diligently follow policies, standards, and processes.
- Maintain an accurate inventory of Area IT Assets using the corporate IT Asset Management tracking system.
- Evaluate new and existing software applications for compatibility and ease of use, and provide feedback to solution and/or product managers.
- Ensure church network implementation standards and strategies are followed.
- Participate in continual learning and improvement.
- Requires a Bachelor's degree and a minimum 6 years of job-related experience supporting PC hardware & software, wired and wireless local area networks, Internet connectivity, and data and voice communication applications.
- Requires excellent interpersonal skills in dealing with customers at the highest levels of the Church, with good written communication skills.
- Must be able to speak, read and write English.
- Specific IT certifications are required.