Bank Of America Technology Support Sr Analyst 

Mexico, Mexico City, Mexico City 

462604507

This job is responsible for supporting users in an elevated desktop support role. Key responsibilities include performing complex technical problem resolution of hardware and software issues remotely, by telephone, and/or on location for end users. Job expectations include working proactively to perform analytical, technical, and administrative functions, communicating technical information to clients and partners with care and empathy, and supporting peers and team members as needed.

Responsibilities:

• Supports execution of the day-to-day restoration of incidents and work orders for hardware and software and ensures adherence to agreed upon service levels
• Facilitates the resolution of reactive and proactive problems throughout the service lifecycle and follows incident and service management processes
• Interfaces between end users and third party hardware vendors to resolve hardware dispatch tickets
• Partners with peer technology support teams, including desktop engineering, product managers, and application support teams to identify resolutions to incidents
• Investigates complex technology incidents to diagnose and resolve underlying causes impacting end users

Skills:

• Active Listening
• Analytical Thinking
• Problem Solving
• Production Support
• Technical Troubleshooting
• Attention to Detail
• Customer and Client Focus
• Emotional Intelligence
• Issue Management
• Oral Communications
• Adaptability
• Critical Thinking
• Risk Management
• Written Communications