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Apply now Job ID 19001201 Date posted Aug. 12, 2019 Monterrey, Nuevo León Information Services

Position: Desktop Support Specialist

Location: Monterrey, NL

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 Helpdesk 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 Global SD 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.


What You’ll Do:

  • Delivers superior customer experience by responding to Service Requests according to established service level agreements in a timely, accurate and professional manner.

  • Responsible for communicating with end-users regarding incident updates, phone calls, instant messages and/or email notification.

  • 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.

  • Sets end-user expectation regarding the type and timeliness of service to be provided.

  • Responsible for meeting individual and departmental metric goals with regards to incidents and phone support requests.

  • Assists and/or consults with tiered support escalation members to achieve company defined Service Level Agreements.

  • Must be able to work flexible hours as required.

  • Provide Microsoft Windows operating systems support including training and support requests received for Microsoft Office Suite applications and other enterprise IT and business applications.

  • Provides fundamental information technology/systems support and serves as "front line" response to customers via phone, email, instant message, and remote connectivity assistance.

  • Documentation and attention to detail a must.

  • Additional responsibilities as assigned.


What You Need to Succeed:

  • A minimum of one year 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.

  • Must be available to work a flexible shift schedule.

  • Demonstrate ability to diagnose and troubleshoot problems in an effective manner.

  • Be highly motivated.

  • Demonstrate excellent interpersonal skills.

  • A positive professional attitude with strong background in customer service is a must.

  • Excellent interpersonal and communications skills (verbal and written).

  • Ability to effectively multi-task and adapt to a fast pace and continuously changing environment is required.

  • Demonstrate ability to follow, capture, and document all relevant details pertaining to a support issue.

  • Ability to think outside the box when diagnosing and troubleshooting issues where documentation may not readily exist.

  • Handling all calls and requests with high emphasis on a friendly, professional customer-service attitude.

  • Ability to read, write, and speak in English is mandatory.

Additional Skills That Could Set You Apart::

  • High school diploma or equivalent.

  • Associates degree in an IT related field preferred.

  • Microsoft MCP or Cisco CCNA certification is a plus.

  • A+ Certification preferred.

  • Thin client technology experience (Microsoft Remote Desktop Web Access) a plus.


Primary location: Monterrey Nuevo Leon Mexico
Desktop Support Specialist

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