**GSD Escalation Management (Hybrid)**Location Tlaquepaque, Mexico**Pacesetting. Passionate. Together.** HELLA, one of the leading automotive suppliers worldwide, has shaped the industry with innovative lighting systems and vehicle electronics. In addition, the company is one of the most important partners of the aftermarket and independent workshops. What motivates us: Shaping the mobility of tomorrow and fostering the central market trends such as autonomous driving, efficiency and electrification, connectivity and digitization as well as individualization. Every day, 36,000 employees worldwide are committed to this with passion, know-how and innovative strength.**YOUR TASKS**- Manage escalations, control tower, ensure the root cause analysis is done and actions implemented.- Receive calls from Worldwide Internal IT users.- Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service.- Assign unresolved Incidents to appropriate Tier 2 Support Group- Log all Incident/Service Request details, allocating categorization and prioritization codes- Provide first-line investigation and diagnosis of all Incidents and Service Requests- Scope To give first call resolution or re-direct final users service requests and incidents.- Targets, solving of 1st and 2nd Level tickets, error Dispatch < 1%, tickets reopened < 5%, customer Complaints< 1 per month**YOUR QUALIFICATIONS**- University Degree or Diploma- General IT background and understanding; - Previous experience incustomer support; - Analytic thinking, problem solving attitude; - Fluent English and Spanish. German Language skills are added advantage- Very good communication and decision skills- Can do attitudeTake the opportunity to reveal your potential within a global, family-run company that offers you the best possible conditions for progressing in your career.Mayra Meliza HernándezPERIFERICO SUR #7988 PISO 1CP 45600 TlaquepaquePhone: +523330009687