Technical Support Representative - Help Desk Location: Ciudad De Mexico, Mexico, 03810 Job Id: 59514 Together, we're on a mission to make good health more affordable and accessible, to help millions around the world enjoy healthier lives.
It's a mission that bonds our people across nearly 60 countries and a rich, diverse variety of nationalities and backgrounds.
Working here means working with the world's leading manufacturer of generic medicines, and the proud producer of many of the products on the World Health Organization's Essential Medicines List.
IT Services and Support is looking for experienced Technical Service Representatives, Global Workplace Support Services to be part of the IT service desk team providing L1 support across Teva.
An ideal candidate will bring a combination of hands-on technical and good communication capabilities.
How you'll spend your day 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.
Your experience and qualifications 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 Reports To First Line Manager Teva's Equal Employment Opportunity Commitment Teva Pharmaceuticals is committed to equal opportunity in employment.
It is Teva's global policy that equal employment opportunity be provided without regard to age, race, creed, color, religion, sex, disability, pregnancy, medical condition, sexual orientation, gender identity or expression, ancestry, veteran status, national or ethnic origin or any other legally recognized status entitled to protection under applicable laws.
We are committed to a diverse and inclusive workplace for all.
#J-18808-Ljbffr