.Mexico City, Mexico- 2917157- Three to four (3-4) years' experience providing IT Infrastructure field support which includes troubleshooting hardware, software, operating system issues and problems and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements.- Good understanding on Ticket logging tools and should know the ticket handling process as per priority.- Handling senior executive/VIP/VVIP more efficiently- Basic knowledge of enterprise LAN and WAN setups and concepts. Ability to perform smart hand activity under instruction based activities at sites.- Ability to lift / move computer equipment weighing up to 50Lbs.- Skilled in desk side support and PC break/fix including basic administration of Windows O/S.- Experience with Anti-spyware and Anti-virus software.- Some usage Knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP.- Smart hand support for peripheral and networking hardware, including, but not limited to monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels all under 'Smart Hands' capability.- Ability to troubleshoot issues with systems and networks using good deductive reasoning skills.- Good written and oral communications skills with clients and management as well as people skills.- Ability to work with deadlines and complete tasks on-time.- Preferably with an Associate's Degree in Electronics and CompTIA A+ Certification.**Stakeholder Interaction****Stakeholder Type****Stakeholder Identification****Purpose of Interaction****Internal**Team LeadersProcess Improvements, ReportingAgents & QA'sCase logging, forwarding, resolutionTraining TeamCapability developmentQualityCase resolution & response time**External**ClientCase tracking, reporting, acknowledgement, case prioritization as perregulatory guidelines, trainings & certifications**Display**Lists the competencies required to perform this role effectively:- ** Functional Competencies/ Skill**- Process/ technical Knowledge - Knowledge of process, processand tools - **Expert****Competency Levels****Foundation**Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with mínimal support and guidance.**Competent**Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.**Expert**Applies the competency in all situations and is serves as a guide toothers as well.**Master**Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin the entire organization.- **Behavioral Competencies**- Collaborative working- Problem solving and decision making- Attention to Detail- Execution Excellence- Stakeholder Management- Client (Internal) Centricity- Effective Communication**Deliver****No