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**Sr **Technical Support Analyst**Do you have experience in IT Services?
Are you passionate about the chance to bring your experience to a world- class company that is market-leading for both content and technology?
If yes, we are looking for you!Our Service Management function is transforming into a truly global, data and standards-driven organization, employing best-in-class tools and practices across all disciplines of Technology Operations.
This will drive ever-greater stability and consistency of service across the technology estate as we drive towards optimal Customer and Employee experience.
**About the role**Based in Mexico City office, this role will be a member of a team of talented support specialists who provide both remote and in-person support across our EMEA / APAC / AMERS regions.
Working as part of a large global team, you will be responsible for day-to-day support, providing expertise to our customers, and looking for opportunities to expand your technical knowledge.In this opportunity as a **Sr **Technical Support Analyst**, you will:- Performs troubleshooting on issues - providing guidance, basic training, and technical support to end-users- Monitor the Helpdesk / Service Center system and respond appropriately and timely to tickets- Complete additional tasks such as inventory, shipping, and imaging- Fully contribute to the utilization of the hardware/software inventory process- Serve as a problem escalation point on technical issues- Participate in assigned projects- Review and update documentation existing in enterprise knowledge base- Fully contributes to, and mentors others in, the utilization of the hardware/software inventory process system implemented- Produces well written technical and business documentation, such as project justification documents and proposals- Creates and publishes new documentation pertaining to previously undiscovered software/hardware issues and/or specific Operating issues in enterprise knowledge base.
Provides solutions used by Tier 1 Help Desk support.
Reviews and updates documentation existing in enterprise knowledge base.- Acts as a point of focus for the company for all IT desktop support issues performing installs, upgrades, and moves as appropriate- Provides technical guidance and direction to team members and peers.- Reviews identified business process issues and recommends applicable technical solutions to various user groups.- May lead small teams- Provides support and project guidance for new departmental staff, less senior staff, and individuals outside the work group- Provides advanced network analysis for issues related to connectivity- Escalates any issues that cannot be resolved at 2nd level to the appropriate resource within the IT team- Has mastered the use of, and is able to mentor others in, the problem management/ticket tracking system- May initiate postmortem process as appropriate.- Identifies reoccurring hardware and software incidents and proposes solutions