Academic Degree/ Level & Years of Professional Work Experience: BSc. Computer Science (at least five years of experience). Experience in customer support activities. Experience in Project Management is a plus. Working knowledge of ITIL processes for incident, service request and knowledge management. Languages: Fluency in Spanish, knowledge of English. Areas of Expertise: IT infrastructure (videoconferencing, telecommunications, routers, switches, servers, virtual machines –VMWare) PC maintenance and network troubleshooting. Technical Skills: VMWare ESX environment, Windows 2012 server, Windows 10, 8.1, 7 clients, Office 365. Strong oral and written communication skills, proactive attitude requiered and customer oriented focus.
The objective of the consultancy is to provide and maintain a reliable and responsive IT environment in the office. Such IT environment encompasses computers (servers, workstations and laptops), telecommunications, mobile devices, and office equipment (scanners, printers, copiers). The IT support services include:
Main activities: User Training Coordination (Identify IT training needs, Plan IT training). Provide assistance for the use of computers and portable devices (desktop, laptop, docking station, PDA, Apple, etc.), including installation, configuration, advice, and troubleshooting. Ensure that all user requests and incidents are properly entered and documented in Service Now system. Ensure that all incidents and work orders are properly logged in the Service Now system. Monitor incidents and work orders through the Service Now and follow up with the appropriate teams and users on any outstanding tickets. Provide assistance for the use of office equipment (printers, scanners/senders, faxes, multifunctional, etc.), including installation, configuration, advice, and troubleshooting. Provide assistance for the use of presentation equipment in events (projector, laptop, audio, etc.), including installation, configuration, advice, and troubleshooting. Provide assistance for the use of video conference equipment (camera, microphone, remote control, Codec, etc.), including installation, configuration, advice, and troubleshooting. Assist in the development and maintenance of Intranet web site. Manage external infrastructure service contracts and providers. Assist in the local procurement of IT infrastructure components. Monitor availability and performance of infrastructure components. Perform backups of user and server data. Maintain inventory of infrastructure components.