Service Desk Analyst I - Wed - Sun

at  DYOPATH

DYOPATH, a leading Managed Service Provider (MSP), was founded to empower organizations by delivering trusted IT solutions. At DYOPATH, we pursue both purpose and success, knowing one will ultimately lead to the other. Our core values foster a culture that promotes accountability, excellence, exceptional customer service, and sustainability. Our team is passionate, fun, creative, and courageous in communications.
At DYOPATH, we’re excited to have been awarded “Great Place to Work” four years in a row! What makes us so great? Our people – we drive DYOPATH’s award-winning culture through our collaboration, innovation, and respect for one another.

We believe that:

• You should be able to grow and feel empowered at work.
• You should have fun in a diversified environment and bring your true self to work daily.
• Work-life balance is vital to our positive culture.

We are waiting for you to bring your creativity, passion, and entrepreneurial spirit to DYOPATH!
We are currently hiring an onsite Service Desk Level I Analyst in Monterrey!

What is the location, shift, and pay?

• 17K pesos monthly
• 3rd shift Schedule: Wednesday - Sunday; 10:30pm CST - 7:30am CST
• Onsite in Monterrey

QUALIFICATIONS AND REQUIREMENTS:

• Advanced English Skills - oral and written
• Experience supporting and administration of VPN clients
• Office 365
• Windows 10 troubleshooting
• Basic understanding of SharePoint
• Solid familiarity with supporting multi-function printers remotely
• Experience using ticketing software such as ServiceNow, Cherwell or Remedy and demonstrate expert knowledge of incident management and ticket documentation

• Perform end-user technical support, troubleshooting, and tuning for end-user hardware and systems, peripheral hardware (i.e. printers/copiers, etc.), and initial triage for client network environments
• Windows 10 troubleshooting and operations
• Outlook/email troubleshooting - O365
• Basic Networking troubleshooting - identify the root cause
• Mobile phone support
• SharePoint experience - navigation experience and basic understanding on how to use SharePoint
• Knowledge of ITIL or similar service management frameworks a plus
• Active Directory administration
• Respond to network and server alerts to ensure maximum uptime of identified devices
• Understand and comply with all contractual SLAs, policies, and procedures