Your Role at Cabot Cabot has an exciting opportunity for a Desktop Support Engineer to join the Digital Service Delivery Management team at Cabot's Altamira, Mexico facility.
Cabot is seeking highly motivated, technically adept and customer service focused professionals with a desire to work in a digital fast paced, deep relationship environment.
This individual will handle with limited supervision the following:
Provide second-level IT technical support of desktops and IT equipment at the site or remotely. Diagnose and problem solve issues on a particular technology or local applications. Resolve problems of medium complexity. May assist with the coordination of regional activities and support Digital projects & Global initiatives. This includes working with our MSP (Managed Service Provide) Cognizant.
This role will report directly to the North & South America Service Delivery Manager with a dotted line to the Facility Operations Manager.
How You Will Make an Impact Provides second-level support directly to local users at business or manufacturing sites or to regional users remotely. Ensures smooth and timely attention and solution to user problems. Handles a wide variety of service issues. Consistently meet Service Level Agreements and communicate directly with customers via phone, e-mail, and remote diagnostics to identify, reproduce and resolve reported issues. Provides new user induction training as part of the onboarding process and takes care of the hardware provisioning which includes the Digital Workplace. Ensures and maintains sufficient computer equipment capacity (inventory) related to all client/servers, LAN, telecommunications, and other infrastructure equipment. This includes maintaining a clean and organized server room with clear documentation and track physical returns of client equipment and update CMDB (Configuration Management DataBase) accordingly. Performs physical asset audit to validate the data in the CMDB is accurate and current as requested, (Stale report) and maintains inventory for computers ready to deploy. Executes established Digital procedures and guidelines. May assist with drafting of new procedures as needed. Monitors equipment activity against global standards and planned activities. Maintains & updates tickets in ServiceNow and communicates status. Applies proper ticket hygiene, manages aging tickets, backlog and escalates where needed. Maintains local vendor relations where applicable . Mobile service provider Assists with the creation of Knowledge Base articles to 'left shift' some of the local support to Service Desk or L2 Teams. (Shift Left: make knowledge available to less experienced support teams, helping them answer more difficult customer Executes wellness checks to the identified Cabot's location(s) as requested and approved by Cabot Regularly defines and updates the Site runbook to document the onsite activities / systems / Infrastructure. Flexibility in terms of travel to nearby and remote locations Coordinates IMAC-D service requests with Service Desk and all other necessary service providers, Third-Party and Cabot support organizations to resolution and closure. (IMAC-D: Install, Move, Add, Change or Delete) Provides level 3 support and problem resolution for printing issues at site level, and smart hands support for third party provider managed devices May administer and support telephone systems, including moves, changes, and configurations, depending on location. Configures, troubleshoots, isolates, repairs, and resolves all customer desktop issues including desktop/laptop hardware and software, mobile devices, printer/scanners/copiers, audio visual equipment, hardware peripherals and other desktop related equipment. Participates in after-hours emergency calls (P1 incidents) or on call rotation Supports tactical and strategic goals of the Team Coordinates with end user or other site staff to schedule on site technical support service visits in response to incident or service request. Coordinates with appropriate level 2 or level 3 analyst(s) in response to an escalated incident or service Request Builds, configures and tests device implementation in accordance with the Standard equipment configurations and software image in accordance with the procedures and specific service requests (PC refresh) Supports Audio and visual services including management of conference rooms, huddle space and all employee space, including management of desktop equipment, and teleconference tool management. What You Will Bring to Cabot 5+ years of 2nd-level desktop support experience required High School Graduation is required Technical Certifications preferred: A+ certification Hardware / OEM warranty certifications Microsoft certifications On call, off hours support during major incidents required
Language specific skills
English language proficiency (Reading, writing, and listening) Local language based on work location. Skills
Troubleshooting and diagnosis skills; ability to use Root Cause Analysis techniques to trace problems to their source and find solutions. Knowledge on ITIL Processes Knowledge on ticketing and monitoring tools (preferably ServiceNow or similar tool) Interpersonal and customer service skills. Ability to maintain positive relationships and work collaboratively with others, including cross-functional staff. Desktop operation and support - Installation, configuration, administration and maintenance of ongoing usability of desktop, computers, peripheral equipment and software within established standards and guidelines; Works with vendor support contacts to resolve technical problems with desktop computing equipment and software; Recommends and / or performs upgrades on systems to ensure longevity; Works with procurement staff to purchase hardware and software; Assesses functional needs to determine specifications for purchases. Operating Systems – Windows 7 to 8.1 and Windows 10, Windows 11 (preferably), OS installation with an experience on all tools majorly PXE Boot. SCCM – Operating system deployments, Application and Security Patch Deployment, Troubleshooting. Office Suites - Microsoft Office Suite - Office, Word, Access, Excel, and PowerPoint, Office 365 Ability to coordinate activities connected to larger projects. Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing. Must have good team spirit and coordinate skills. Ability to own certain tasks and work independent. Ability to prioritize, manage and perform under pressure to meet SLA's. Excellent knowledge of Customer Service best practice. Willing to work flexibly and with enthusiasm. Ability to thrive in a fast paced, rapid changing environment. Stays up to date with current technologies related to Desktop Administrations and ITIL. How We'll Support Your Success: Dynamic, Flexible, Hard Working, Team Environment – We are busy, collaborative, growing, and we are doing really meaningful work. Benefits, Vacation, Etc. – We offer a competitive package of benefits. Feedback – we are committed to giving and receiving feedback in a direct and open fashion. Support – you are part of a team and deserve to feel encouraged and supported. You will be part of a team that cares about you personally and professionally. Our success depends on your success. #CCLATAM
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