Service Desk Agent 2nd shift
BRP
Job location
Ciudad Juárez, Chihuahua
Job details
LIFE AT BRP
At BRP, we have a visceral connection to our consumers, one created from a shared passion for the Ultimate Ride. Our teams have a unique ability to develop market-shaping products and services that move people physically and emotionally.
Distributed throughout more than 100 countries, our product line-up includes Ski-Doo and Lynx snowmobiles, Sea-doo watercraft, side-by-side all-terrain vehicles, Can-Am Spyder roadsters, Evinrude marine propulsion systems, marine propulsion systems and motors for Rotax karts, motorcycles, and small planes, as well as a full line-up of parts, accessories, and clothing.
Our 14 500 employees make up a big family of diverse cultures who all share a common value: innovation. Our people are passionate and qualified; by joining BRP, you will evolve at the heart of an experienced team that will welcome you with open arms.
www.brp.com
Follow us on:
· LinkedIn @BRP
· Twitter@BRPnews
· YouTube @CommunicationsBRP
• For internal candidates (BRP employees) remember to fill and attach your internal application form
GENERAL SUMMARY
BRP offers a career opportunity as Service Desk Agent; customer oriented, good collaboration with teammates, experience working with multi-functional teams, problem solving and analytical mindset. Tickets resolution following IT Operation Model.
EXPERIENCE AND EDUCATION
• Computer Science education technical or bachelor degree
• 0-3 years of experience configuring, building or troubleshooting computers, printers, scanners
• English (Speaking 50%, Writing 70%, Reading 90%)
KNOWLEDGE, SKILLS AND CERTIFICATIONS
• User and a services-oriented (make our culture unique, use our values: Passion, Drive, Ingenuity, Trust)
• Good teammate (attend meetings, collaborate, Maintain good relationship with colleagues)
• Multi-tasking
• Computer troubleshooting
• Availability to work on the day shift, evening shift, and night shift
• Follow communication protocols to report emergency ticket status
• Punctuality
MAIN TASKS AND RESPONSIBILITIES
• Regular end user support (Professionals)
o Adequately solve tickets according to agreed priority and in compliance with SLA
o End user equipment support and troubleshooting (DELL (laptop, desktop, workstation), Ricoh (regular printers and MP), etc)
o Computer installation and setup (PXE boot)
o Standard BRP applications deployment (Through SCCM)
o Microsoft Office Suite
o Google Workspace Office Suite
o Google Meets hardware support
o Wireless connectivity
o Mobile devices configuration and support (Samsung & Apple)
• Manufacturing Environment (commonly called Shop-Floor)
o Zebra printers (preventive and corrective maintenance along with LAN configuration (wireless).
o Zebra scanners (preventive maintenance and configuration)
o Software configuration (Mobisys)
o Basic troubleshooting with infrastructure servers, network, and telecom asset equipment
o Shop floor support (Tier 2)
o Shop floor equipment installation.
o Shop floor apps installation (part of the configuration too).
o Tablets installation, configuration and support
o Weekly tapes backup and restore (if needed).
o schedule preventive maintenance of manufacture devices
o Continues Improvement: Ensure at all times to prioritize the necessary interventions on production operations in order to reduce, or even proactively eliminate, downtime and loss of vehicles.
o Receipt/validate and maintain all assets appropriately within the AM database in order to constantly reflect the condition of the equipment under its immediate responsibility
• Collaborate with other IT functional towers to speed up incident or service delivery according to ticket priority in compliance with SLA.
• Periodically report progress and communicate or escalate any problem or risk requiring the immediate attention of the immediate supervisor. Report open tasks between shifts for Service continuity.
• Initiate, maintain and develop all work instructions essential to the good maintenance of the services offered.
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