Teva Technical Support Representative - Help Desk 

Mexico, Mexico City 

963482545

• Advise and guide end users regarding the use of a broad range of products, tools and services within the IT domain
• Follow a standard call flow and service request / incident handling processes: Verify entitlement, perform troubleshooting and problem determination. Resolve and close the ticket or route the ticket to the appropriate resolver team.
• Use technical resources and tools, answer end users’ queries.
• Utilize their product, technology, services skills to identify issues which may be related to products’ installation, updates, configuration, operation or performance.

• English – reading, writing, speaking
• Bachelor’s in computer science, Engineering, or related discipline with an IT certificate / diploma
• 1 to 3 years' experience as a technical service desk agent
• Worked as part of 7/24/365 global operations teams
• Excellent logical reasoning, troubleshooting and problem determination skills
• Knowledge and experience with Remote takeover tools• Understanding of ITIL (IT Infrastructure Library)
• Experience with ServiceNow or similar Incident Management Tool
• Knowledge on handling Service Requests and Incidents
• Knowledge on Email tools like MS-Outlook and MS-Exchange
• Knowledge on Networking (VPN/Connectivity Issues), Internet Security,
• Knowledge on Windows, Mac O/s (Basics), Android, iOS
• Knowledge on instant messaging tools like MS-Teams
• Working knowledge on O365
• Experience with working in a pharma / Biotech / GxP environment is preferred

First Line Manager

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