At Schenker International S.A. de C.V. we are looking for a Field Support / Service Desk Agent to be part of our IT team. This position will be based in our office in Mexico City and will be responsible for managing the onsite desktop support tickets as well as first level IT support tickets.
What will be your challenges?
- Responding to first level support requests via multiple sources such as web portal, email, telephone, and chat.
- Capturing call data into the incident management tool.
- Communication with IT Users in a courteous and professional manner.
- Diagnoses client problems relying on checklists and training.
- Identification of recurring problems and notification of team members.
- Assisting in the resolution of application, hardware, and software problems.
- Communicates service procedures to IT Users.
- Escalate when necessary to line management.
- Track incident status and inform users regarding status.
- Resolution of complex incidents and incidents not only resolvable by SOP's.
What you need to succeed?
- Qualified IT specialist.
- At least 1 year of experience in IT service or working as Field Support in communication with site users.
- Solid knowledge of Windows (Win10/Win11).
- Knowledge of Office 365.
- Service and Incident Management.
- Knowledge of networks, Applications and Infrastructure Support.
- Customer Service.
- ITSD Tools: Service Now, Zendex, Jira.
Competences:
- Strong interpersonal skills and ability to work effectively across diverse organizations, groups and functions.
- Customer-oriented profile: communication skills and customer services.
- Team player, able to operate in a changing environment.
- Problem-solving profile.
- Fluent Business English (written and spoken)
Why you will love DB Schenker
Many of our jobs come with great benefits and career path opportunities:
- Generous and additional vacation and yearly bonus schemes
- Financial savings and various insurance options
- Grocery & restaurant vouchers
- Flexible & hybrid working models
- Global & multicultural environment: Collaborate with colleagues all around the world.
- Language courses
- Mentorship, career program & development opportunities
- Learning & education programs
- Mental health & support initiatives
How to Get Started
You can begin by applying above or visit us at https://dbschenker.com/global/careers
Stay Connected With Us
Web Page: http://www.dbschenker.com
DB Schenker is committed to a diverse and inclusive workplace. DB Schenker is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
At DB Schenker, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 76,000 colleagues worldwide, we welcome diversity and thrive on individual backgrounds, perspectives, and skills. Together as one team, we are Here to move.