Help Desk Analyst

Company Description

WIRECO is the world's leader in manufacturing, engineering, and distributing wire rope, synthetic rope, specialized assemblies, wire products and electromechanical cable. We have a lot of facilities worldwide, regarding Mexico, there are two, one in Vallejo (Mexico City) and Cuautitlan (State of Mexico). Our brand in Mexico is CAMESA, and the Company is ACEROS CAMESA.

Job Description

Role Description

The Technical Support Analyst will assist in the proper installation, maintenance, and operation of all technological resources, and ensure the effective, timely, and continuous delivery of technical and user support services to the various departments while maintaining a focus on quality, teamwork, and customer service.
The Technical Support Analyst must exhibit and proactively motivate the behaviors of the WireCo Business System (WBS):

• Teamwork - welcomes an environment of inclusiveness and healthy debate that reflects our team’s strength
• Accountable – celebrates our successes, learn from failures, avoid excuses, and own the outcomes of our efforts
• Self-Aware – demonstrates an understanding of our strengths and needs, considering how our actions impact others
• Noble Intent – ​​acts in the interests of others, approaching our work with integrity to ensure the best outcome
• Determined – takes initiative, share ideas and find solutions to win and achieve our goals
• Transparent – ​​promotes open and honest communication and constructive feedback for clarity and truth
• Curious – seeks knowledge and outside input to test our way of thinking, challenging the status quo

Duties & Responsibilities

• Assist company users in person or remotely in solving problems.
• Maintain computer equipment in optimal condition.
• Ensure network equipment and cabling are working optimally.
• Install and configure hardware and software for user use.
• Keep track of tickets submitted by users until they are closed.
• Report any technical, operational, or security failures or anomalies to service providers and related areas, ensuring proper follow-up and resolution.
• Verify compliance with policies, procedures, and internal controls for activities related to management in different areas of the company.
• Conduct periodic reviews and assist in the administration of the organization's IT assets, such as licenses, backup systems, computer and equipment inventory, among others.
• Receive, respond to, and implement approved changes resulting from audits conducted in the managed area.
• Participate in the development of new projects.
• Propose improvements to the IT area.
• Comply with policies and procedures of the quality management system and WBS.
• Comply with security policies and procedures.

Qualifications

Required Qualifications

• The ideal candidate should have a Bachelor's degree in Informatics, Information Technology, Computer Science or a related field, or a Technical Degree, or 2-3 years of relevant work experience in similar positions
• Proficient in Microsoft Office Suite
• Experience with preventive maintenance of computer equipment, Helpdesk software, and computer networks
• English proficiency at B1
• Skills in software and hardware configuration, knowledge of Active Directory, and technical knowledge of operating systems.

Preferred Qualifications

• Advanced certifications

Materials and Equipment Directly Used

• Computers and Laptops: For configuring, troubleshooting, and maintaining hardware and software.
• Network Equipment: Routers, switches, cabling, and other networking devices for maintaining optimal network performance.
• Helpdesk Software: For managing user support tickets and tracking issues until resolution.
• Diagnostic Tools: Software and hardware tools for diagnosing and fixing technical problems.
• Microsoft Office Suite: Word, Excel, PowerPoint for documentation, reporting, and communication.

Additional Information

• Must be legally authorized to work in Mexico without restrictions.
• Applicants must undergo a satisfactory background check post-offer of employment. A criminal conviction will not automatically disqualify an applicant.
• Must be willing and able to pass a post-offer drug screening and physical examination (if required).