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Lead it coordinator @ Hydril
  • Veracruz, Ver.
  • Completo
  • SegĂşn aptitudes

Job Summary:
HMH is seeking a Lead IT Coordinator to provide IT support for the end-users at the Veracruz, Mexico site. Additionally, provide remote support to 2,100+ employees in 30+ locations across 16+ countries on a variety of software, hardware, and networking issues. In this critical role, the technician is responsible for managing customer expectations, writing knowledge base articles for both internal and customer use, serving as a communication channel between customers and the IT organization, and providing a first-contact resolution whenever possible. The successful candidate is familiar with Knowledge-Centered Solutions and can deliver within that methodology including the creation of process and technical documentation.

• Strong technical skills supporting users in Azure AD, Intune, and Office 365
• Excellent written and spoken communications in English, and Spanish (Portuguese a plus)
• Minimum of 3 years of experience in IT support environments (SD and onsite)
• Familiar with ITIL framework and terminology, certification a plus
• Ability to communicate technical information to non-technical users
• Knowledge in Writing Technical Knowledge (Editor or Writer)
• Knowledge in reading technical solutions and writing KB (knowledge base) articles. He will also write internal process documents
• Knowledge in writing internal process documents (English & Spanish)

Job Responsibilities:
• Provide high-quality technical support for all employees (the customer) via the global IT Service Desk: Email, voice, chat, in-person person
• Create and update Knowledge Base articles to increase service quality through consistent and predictable solutions and promote self-service 
resources Deliver timely solutions, and excellent communication.
• Liaise with Applications, Infrastructure, Compliance, Security, and other teams to establish and update support workflows (knowledge) in a dynamic 
• follow a common set of practices and principles for the support team with regards to ticket management, knowledge ownership, customer escalation, 
and major incident management.
• Provide a shift-left methodology to new solutions from escalation teams to build up the HMH knowledge base.
• Embody a colleague-centric culture of trust, communication, and support

Desired Characteristics
• Demonstrated knowledge-centered approach to IT support
• Skilled at preparing process documentation for KM and Training
• Self-motivated, able to work under minimal supervision and demonstrate results

Additional Information
• Must be legally authorized to work in Mexico on a full-time basis, now or in the future, without employer sponsorship for employment visa status
• No relocation assistance

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