This position is fully remote and available for applicants living in countries in Mexico and Central America, including Guatemala, Honduras, El Salvador, Nicaragua, Costa Rica, and Panama.
Please submit your resume in ENGLISH. Resumes received in other languages will NOTbe evaluated.
FIXED SALARY: $1300 / month**
TRAX RETAIL is looking for a tech-savvy, independent and highly motivated IT Systems Services and Support Analyst to join our team!
As an IT Systems Services and Support Analyst, you will play a crucial role in managing and supporting the Americas (US, Canada and LATAM) end-user environment, providing internal IT services and support for employees, and collaborate with various business units (i.e.: HR, Engineering, Operations) to address business challenges with optimized IT services and support.
Responsibilities:
Support and troubleshoot End-User IT related incidents and requests, including hardware and software issues (Windows, OSX, SaaS applications), according to best practice and SLA.
Advanced Troubleshooting: Investigating and resolving more complex technical issues that Tier 1 support couldn't handle. This involves in-depth problem analysis and the ability to diagnose and fix hardware, software, and network-related problems
Escalation Point: Serve as a point of escalation for Tier 1 support technicians. When an issue is beyond the scope of Tier 1, it is escalated to Tier 2 for further investigation and resolution
Manage and own the entire New Hire and Terminations process for the region: Take full ownership of IT assets, orders, and new hire demand for the region. Provide exceptional support and work closely with HR team to ensure all new hires are productive on day one (including laptop, accessories, and training material), and all departing employees are sending their equipment in a timely manner
Asset Management: Maintain IT asset lifecycle, inventory management, and record accuracy in our ITSM platform
Interact with senior level executives using excellent communication skills and provide white glove support services for Trax VIP users in the Americas region
Hands-On System Management: System configurations, data management, troubleshooting, and end-user support. Utilize your technical skills to ensure system integrity and data accuracy
Knowledge Management and Process Improvement: Document and prioritize business requirements from stakeholders. Create clear and comprehensive documentation, including functional specifications and use cases
Establish yourself as a dependable, solution-oriented IT partner who can act as the point of contact (Tier 1-2) for any IT related question
Qualifications:
Bachelor’s degree in computer science, Information Technology, Business Administration, or equivalent experience
4+ years of experience in the IT field
Hands-on experience in IT user support, system configuration, process improvement. Familiarity with hardware, operating systems and best-practice troubleshooting methods
Independent, proactive, and highly motivated Individual who can accomplish significant results and create a positive impact while working from a remote setting
Familiarity with various SaaS applications and cloud-based technologies
Strong analytical and problem-solving skills, with an eye for detail
Strong collaborator with effective communication and interpersonal skills, with the ability to work with stakeholders at all levels
Passion for continuous learning and keeping up to date with industry trends
Prioritization, planning and organization skills
Excellent troubleshooting and problem-solving skills. Ability to learn technologies quickly
Knowledge of ITIL (preferred)
Relevant professional certification(s)
Familiarity with the following applications (advantage):
