• IT Support Engineer

    Location(s) MX-Mexico City
    Information Technology
    Contract Type
    Perm Full-Time
  • About the Role

    The IT Support Engineer will be responsible for providing IT Support (covering Server, LAN, desktop, mobile device, printing and all associated services) and maintaining the IT environment. The individual will liaise effectively with the First Level Help Desk (FLHD) so that all faults are resolved in the most efficient manner and time - including updating and closing calls in Remedy; own and follow through any escalated calls to the 3rd line support/infrastructure team; and assist other areas of the business or other technical teams as deemed appropriate.


    Essential Responsibilities:

    • Accountable for achieving 2nd level fix rate in accordance with departmental KPIs by developing and maintaining a good overall knowledge of the IT Services and Infrastructure supported by them
    • Obtain a good working knowledge of BSI as a business and what its main reliance on the IT infrastructure is
    • Ensure all calls are effectively managed and owned through resolution and closure
    • Act as a team player to share information and knowledge so as to ensure service is consistent and at the highest level that can be achieved
    • Continuously strive to offer an excellent level of customer service
    • Provide leadership for the team in the absence of appropriate IT management
    • Provide hardware, software and end-user support as required and in-line with documented procedures/SLA targets
    • Ensure adherence to Group IT policies at all times
    • Accountable for raising changes in-line with the documented procedures and timescales
    • Accountable for documenting technical solutions and changes to current processes
    • Assist in keeping up to date relevant IT Support system databases to ensure group information is up to date and accurate. This includes the Group Active Directory database
    • Provide technical and administrative assistance to other IT/IS teams as required
    • Work with 3rd party suppliers to provide and resolve IT services
    • Work flexibly to ensure coverage of core business hours 08:00 - 6:00 Monday to Friday. Out of hours, weekend and other site coverage to be covered as necessary and as agreed within BSI IT contractual obligations
    • Must be prepared to work offsite for set periods as appropriate for the role


    • Some travel required

    About You

    This great opportunity for an ambitious professional to gain visibility within the organization.


    We seek someone who meets all of the following criteria:

    • Minimum Associates degree in Computer Science or a related field, Bachelors preferred or equivalent experience
    • Must have 3+ years experience administering and troubleshooting Windows and Exchange Servers
    • Professional IT qualifications to back-up above knowledge - MCSE, MSP, CCNA, CCNP (desirable)
    • Previous demonstrable experience of working in a demanding customer facing environment
    • Experienced in IT Service Management (ITIL desirable)
    • Minimum of five (5) years' experience of supporting PC technology
    • Minimum of two (2) years' experience of networking technology
    • Minimum of three (3) years' experience of server technology
    • Holds current driving license and able to travel at short notice to other BSI locations or as manager deems pertinent
    • Powershell experience
    • Office 365 experience

    Physical Demands:

    • Must be able to lift a PC and ancillary components for installation or relocation purposes, approximately 50lbs.

    About BSI

    Our ambition is to be recognized and valued globally as a best-in-class company; a client-driven, efficiently-run, growing business. BSI has come a long way since being founded in 1901. Today, we're a global business services organization, respected world over for the development of standards; assessment of management systems; testing and certification of products and services; providing software solutions; and the delivery of training courses. We offer diverse career paths from auditing to sales, product development to finance, and from IT to marketing.


    With around 4,000 employees' working with over 80,000 clients in 172 countries it means that career opportunities are vast. BSI challenges mediocrity and complacency to help embed excellence into the way people and products work. That means showing businesses how to improve performance, reduce risk and achieve sustainable growth.


    Our Vision: "To be the global business improvement partner of choice."

    Our Mission: "To help organizations embed excellence", and states our shared purpose.

    Our Values: "Integrity - Continual improvement - Inclusivity", guide us in the way we work and help us deliver our Vision and Mission.


    What we offer:

    BSI offers a competitive salary, group-sponsored health and dental, short-term and long-term disability, a company-matched 401k plan, company paid life insurance, 11 paid holidays and 4 weeks paid time off.


    BSI is an Equal Opportunity Employer and we are committed to diversity.


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