General information

Office (s)
Monterrey, MEX
Date Published
Sunday, October 31, 2021
Job ID
Global Support

Description & Requirements

About Us:

Epicor Software is a global technology leader dedicated to helping businesses drive growth for more than 45 years. Our modern, industry-specific software helps customers boost efficiency and productivity by simplifying and automating everyday processes. We have a stellar team of nearly 4,000 worldwide employees who are passionate about building exceptional products and solutions through teamwork, constant innovation, and integrity. We strive to hire and reward star players who inspire one another and drive results for the business and our customers.

About the Role:

The IT Help Desk Support Analyst handles alerting of problems and works to resolve them. He/She analyzes the problem and, depending on problem complexity and resolution time constraints, either solves it or escalates. The IT Help Desk Support Analyst utilizes support from technical experts within the organization and third parties, as required, to resolve a problem. He/She takes responsibility for handling incidents and following them through completion or escalation. Upon successful resolution, he/she finalizes the task according to Epicor’s policies for incident management. Job duties also include recording the problems encountered and techniques used to solve it for future reference.

What You’ll Do:

Global IT Help Desk Support Analyst should be capable of solving a variety of problems, including those that may not have standard resolution methods. This position requires a person who can think ahead to implement proactive measures. Ability to grasp information in several formats, including print, verbal and pictorial representations, is important.

What You Need to Succeed:

  • Delivers superior customer experience by responding to Service Requests according to established service level agreements in a timely, accurate and professional manner.
  • Provides fundamental information technology/systems support and serves as "front line" response to customers via phone, email, instant message, and remote connectivity assistance.
  • Follows standard call tracking, special instructions and other documented processes and procedures and logs all work performed in a highly detailed and readily reviewable manner in the incident tracking system.
  • Assists and/or consults with tiered support escalation members to achieve company defined Service Level Agreements.
  • Provide Microsoft Windows operating systems support including training and support requests received for Microsoft Office Suite applications and other enterprise IT and business applications.

Additional Skills That Could Set You Apart:

  • A minimum of one years’ experience in IT Help Desk or technical Customer Service Call Center (level 1) environment preferred.
  • Technical knowledge in Active Directory, Windows Operating Systems, MS Office, O365, Windows Server 2008/2012/2016, TCP/IP, DNS, DHCP, and Networking is preferred.
  • Demonstrate ability to diagnose and troubleshoot problems in an effective manner.
  • A positive professional attitude with strong background in customer service is a must.
  • Excellent interpersonal and communications skills (verbal and written).
  • Ability to think outside the box when diagnosing and troubleshooting issues where documentation may not readily exist.
  • Ability to read, write, and speak in English is mandatory.
  • Windows Server Technologies and Active Directory experience a plus.
  • Thin client technology experience (Microsoft Remote Desktop Web Access) a plus.
  • Network management software experience (Dell Open Manage, Microsoft System Center, SolarWinds Orion) a plus.
  • Documentation and attention to detail a must.
  • Microsoft Exchange 2010/2013 experience a plus.