End User Experience Technician

POSITION SUMMARY:

Position based in Mexico City Office

The IT Field services technician position will be responsible for delivering front line support to end-users as part of the Global IT team, focusing on hardware and software related issues impacting multiple platforms. Candidate must perform job with a high degree of customer service with an emphasis on quality work, along with a good technical knowledge of end user systems.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Monitor assigned incident queue(s), update and action tickets as necessary (Break/Fix services)
• Desk side remediation of issues as they are assigned via the Service Now queue, or via emergency support requests as directed.
• Monitor assigned Service Now queue(s), update and action work orders as necessary (IMAC Services – install, move, add, change)
• Configuration & Deployment of end user hardware
• Physical relocation of IT equipment as required
• Software/ Application installations
• Project work as and when required
• Any others tasks that may be required from day to day.
• Assist with the training of new tools & technologies
• Act of a local point for contact for Intl IT Business Relationship team

FINANCIAL RESPONSIBILITIES:

• Responsibility for tracking and submitting project related expenses as per Corporate Travel Policy

QUALIFICATIONS:

• Minimum of 2-4 years of experience in IT Help Desk / Field Service end user support
• CompTIA, Microsoft or similar industry certifications preferred, but not required

KNOWLEDGE AND SKILLS:

• Advanced English (Written and Verbal)
• Experience in the following systems required:
• Basic Networking concepts
• Intel / Macintosh Workstations & Laptops
• Windows 7, 10, 11 / OSX
• Printers
• Mobile Devices (Smartphones / Tablets) – Android / iOS / Intune profile management.
• MS Office 2013, 2016 / O365

• Incident / Service Management Systems
• Service Now Management Platform – Service Portal
• IT hardware Inventory management.

• Experience in the following systems preferred but not required:

• Lotus Notes
• Remote Support Tools (Aelita, LogMeIn, DameWare, Teamviewer)
• Active Directory by Azure
• Basic Hardware repair
• Windows Autopilot
• Microsoft Intune
• IBM

• Power BI

• Excellent communication and written skills within a global environment while dealing with all aspects of the business

• Ability to document technical processes in a clear and concise manner for both technical analysis and end user support

• Proven problem solving methodology with a rational approach to problem management.

• Flexible, enthusiastic attitude, capable of working independently or as a member of a team, under pressure while being able to prioritize tasks.

• Ability to self-motivate, learn and grow with a willingness to undertake any and all tasks assigned.

• Ability to work extended hours and travel to international offices at short notice.

PHYSICAL DEMANDS:

• Will require physical lifting, unboxing, installation, and deployment of various IT equipment (Servers, Workstations, Monitors, Printers, etc.)

WORK ENVIRONMENT:

• Majority of work will take place within the office environment.
• Work inside various data centers may be required.

At Royal Caribbean Group, we deliver unforgettable vacations to guests who trust us with life’s greatest moments. We build the best ships, and even better careers, all while doing the right thing. We are passionate. We are innovative. We are unstoppable. We open the world to our employees.

YOUR JOURNEY IS OUR JOURNEY.