**Job Description** As a member of the IT\-Support organization, your focus is to provide technical help for oracle employees 24x7x365 support. This position is specifically designed to help cover a local TechBar and Field support across two Guadalajara office locations. This involves resolving technical questions regarding the use of and troubleshooting for system hardware, operating systems, applications, and networks. As a primary point of contact for IT\-support to oracle employees, you are responsible for providing advice and assistance to solve technical issues usually by remote diagnosis in person on the phone, zoom or via chat support in a timely manner. **Qualification/Requirements** *Minimum 3 years of relevant experience working as IT Service Desk analyst level 2\+* * Proven experience resolving technical issues as a field support engineer * Ability to diagnose and resolve onsite technical issues pertaining to network, WiFi and Zoom * Hands on experience resolving various hardware issues for both Windows and Apple devices * Strong analytical skills to troubleshoot and fix hardware, windows and applications issues * Excellent oral and written customer support skills * Ability to remotely troubleshoot and resolve issues for Windows \& macOS, along with O365 applications * *Proven experience and knowledge from medium to high level in tech support on at least FOUR of the following areas (SME):* + *Windows OS (Ver 11 or above), related hardware, and typical applications* + *macOS (Sequoia or above), related hardware, and typical applications* + *MS Exchange Clients* + *Cloud Infrastructure and Concepts* + *IT Security and Data Protection* + *Powershell* + *Network* + *Linux/Unix OS* * *ONE or more proven skills in the following areas: (preferred skills):* + *Devops* + *Agile Methodologies* + *ITIL/ITSM* + *Python* + *Java* + *Oracle APEX* + *SQL* + *PHP* + *etc.* * *Should be capable of multitask.* * *Should have excellent communication skills English/Spanish (Oral \& Written)* * *Should be smart, enthusiastic and a good team player.* * *Experience working on ticketing systems.* * *Ability and willingness to work in an environment providing 24x7x365 support.* * *Position based in* ***Guadalajara*** *, Mexico (is required to work from our office location)* ***Job Responsibilities*** * *Serve as the first point of contact for employees seeking technical assistance in person, over the phone, web or chat.* * Manage, troubleshoot, and ensure the seamless operation of Zoom Rooms, providing prompt resolution of any technical issues. * Collaborate with the Network team to support and maintain the company’s Wi\-Fi and network infrastructure, ensuring optimal performance and reliability. * *Perform local and remote troubleshooting through diagnostic techniques* * *Provide the best solution based on the issue and details provided by end user* * *Provide accurate information on IT products or services* * *Collaborate with others to resolve complex issues* * *Research un\-resolved issues to the next level of support team* * *Strictly Adhere to SLAs and procedures* * *Record events and problems and their resolution in logs* * *Pass on any feedback or suggestions by customers to the appropriate internal team* * *Identify and suggest possible improvements on procedures* * *Monitor the ticketing queues and work on the aging tickets* * *Research solutions using available information resources* * *Stay current with system information, changes and updates*