Purpose: As part of the Infrastructures and Operations IT department, the employee resolves incidents and manages services requests within their area of expertise utilizing a constant approach.
They also participate in the deployment of projects assigned to their department as well as problem resolution.

Key Responsibilities:
Good management of incidents assigned to it in the context of user support,
Problem solving (identification of solutions for recurring incidents),
Delivery of projects according to the expected schedules
Create incident resolution procedures for assigned areas of operation.
Conduct user training (roadshow) concerning new technologies
Main Activities
Qualifies incidents with a thorough diagnostic methodology,
Participates in the delivery of new global (or local) projects and liaises with the Project Manager
Participates and contributes in the resolution of critical incidents (Crisis Groups)
Solves problems with their expertise or in-depth knowledge of specific subject (Network, Systems, OS, Active Directory, etc... )
Advise, and train users if needed (roadshow)
Performs remote or on-site interventions when needed to resolve incidents or problems related to various technologies
Define and write procedures to improve support efficiency (L1, operation and L2)
Participates in CABs for requests submitted by CAB
Contributes in decision making in problem resolution or project phases
Offers strength in continuous improvement process
Ensures regular communication with its internal clients.
Is results oriented: respects the commitments of quality and calendars (KPI's, SLA's, Project Planning, etc…)

Minimum 5 years' experience in similar role
Bachelor's Degree with 5 years' experience in IT and experience working with projects preferred.
Master's Degree in the IT or business field along with a strong IT background is a plus.
Knowledge of ITIL standards
Good knowledge of support activities
Good command of both English and Spanish languages, both written and orally