Job description:Strong communication skills
Be able to communicate appropriately
Inform in timely manner critical issues
Document proficiently the tickets attended
Technical and analytical:
Adept at providing computer support
Skilled in systems troubleshooting, installations and maintenance
Well versed in Windows environment (Windows 10 or others)
Customer-service and help desk skills
Ability to learn new software and hardware.
Active listening
Analyze technical issues.
Application support (basics)
Assess customer support needs.
Attention to detail.
Diagnosing hardware
Diagnosing software
Mobile Devices (configuring Gmail accounts, hard reset phones when needed)
Networks (basics, just to be able to follow instructions from the IT infrastructure team)
Patience
Redirecting Problems to Appropriate Resources (escalation)
Web Applications (basic use)
Web Support (basics)
Troubleshooting
MES support (hardware and software); MES is the production system which
needs a lot of attention and support when it fails. The IT technician needs to understand
the importance of production system failures and communicate effectively with the rest of
the teams. The IT support includes: Installation, be able to do a simple printing test of the
labels, re installation if it fails, basic knowledge of the production line name so the MES
can be linked properly to its production line, etc.
Zebra printers (Thermal) support
Network basic support (check LAN cables, be able to set up a network printer by adding
IP s, report a damaged printer, etc)
Time clock support (basic network settings setup such a checking IP, resetting when
needed)
Be able to manage his IT tickets properly as per the SLA (Service Level Agreement) in
the IT portal
Organizational
Follow technical instructions
Help Desk reporting systems
Meeting deadlines
Multitasking
Prioritizing
Scheduling
Working quickly
Writing clear and concise Emails and reports
