Latin American Region IT Staffing Services

 

We have an tremendous opporutnity in Latin America and are looking for local partners for C2C (Corp to Corp) staffing opporutnities.

We need resumes and rates for C2C for the following:
Nesecitamos curriculos de candidatos y precios (C2C) para lo siguiente:

We are gathering more information - but this is what we have so far:


Type of Services:
Tipos de Servicio: 

1. Service Desk– Agent & Team Leader
2. Desk Side Support– EUC (End-User Computing) Engineers and EUC Team Leader 

Countries where Service Desk staffing support will be required:

1. Argentina - Buenos Aires
2. Brazil  - Sao Paulo

 

Countries where Desk Side support will be required:

1. Argentina - BA
2. Chile - Santiago
3. Mexico - DF
4. Brazil - Sao Paulo
5. Peru - Lima
6. Colombia - Bogota

 

Job Requirement: 

Please find below primary responsibilities, but not limited to for each roles: 

       1. Service Desk Agents – Level 1 & 2

• Answer inbound phone calls & web tickets
• Respond to emails sent to Service Desk mailbox
• Logging and classification of tickets in ServiceNow
• Level 1& L2 incident troubleshooting
• Incident resolution / assignment to resolver group
• Request fulfillment (application installation)
• Provide inputs for knowledgebase update

 
       2. Service Desk Team Leader

• Work with HR and support groups to improve employee retention and satisfaction
• Participating in internal and external operations meetings
• SLA management
• Participate in calibration and collaboration meetings with support function leads
• Participate in and manage PCI audits and ensure process health check
• Monitor and take action on productivity, personnel and payroll
• Ensure timeliness on reporting and client deliverables
• Conduct reviews on key performance indicators and provide feedback
• Work to ensure minimum escalation for Service Desk

 
       3. Deskside Support Engineers – Level 1 & 2

• Own the user issue to resolution
• Provide production support including accurate problem identification, ticket documentation and user/vendor dialogue.
• Liaise with IT Service Desk personnel and with other support teams as required
• Provide IMAC  support to users.
• PC / Workstation builds
• Network Cabling and related activities
• Incident Management - updating support calls  in ServiceNow for tracking & reporting purposes
• Hardware – deployment/decommission/disposal
• Undergo Knowledge upgrade sessions and meet learning targets set.
• Fulfilment of end user service requests & technology procurement.
• Conducting of daily checks

 

      4. Deskside Support Team Leader

• Coordination with Clients, Management & Team Members 
• Provide MIS & Status Updates to Management, Clients and Other Teams.
• Is responsible for managing a team of  Proximity Support Engineers
• Adhere to account service operations process such as incident & request management , facilities management, asset management and escalation.
• Review Problematic Tickets in Queue, Migrations/Upgrade Accounts, Client Acceptance Test Plans, Troubleshooting etc.
• Act as a SPOC for team to do SME coordination if required.
• Participating in internal and external operations meetings.
• Work to ensure minimum escalation of matters.

Please contact Michael Thomas directly for more information about this opportunity

Thank you.

**************************************
Michael B. Thomas
A+ Mobile Techs
cell: +1-781-827-1004 (WhatsApp or direct)
Nationwide USA/LATAM/CANADA IT Services
www.aPlusMobileTechs.com  -- An IT Services Firm
mthomas@aplusmobiletechs.com
www.linkedin.com/in/michael-thomas-55a75028

 

Ref: LatAm

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