Service Desk Agent

Information Technology Monterrey, Mexico


Service Desk Agent – Level 2 
Monterrey, NL 
About Optimas: 
Optimas OE Solutions is a global distributor of integrated supply chain solutions, and engineering support focused on delivering fasteners, components, industrial and safety supplies to our diverse customers around the world. 
Optimas Manufacturing has been associated with the Fastener Industry for over 50 years. We have experience in producing some of the most complex cold form components and engineered fasteners in the industry. We have brought these unique manufacturing capabilities and technical knowledge to the marketplace and have successfully brought on new customers. Due to this, we are looking for an Inside Sales Account Manager to join our team. This individual will work with the internal stakeholders and New Business Development team to bring a highly personalized level of service and support to our new customer base. 
To learn more about our company, please visit our website 
Position overview: 
A Level 2 Service Desk Agent is a crucial part of an organization's IT support team, responsible for resolving complex technical issues that require a deeper understanding of IT systems and infrastructure. This role involves providing advanced technical support, ensuring timely incident resolution, and contributing to the overall efficiency of the IT environment. 
Main Responsibilities 
  • User Support:
    • Serve as a secondary point of contact for end-users, providing advanced technical assistance and issue resolution.
    • Collaborate with Level 1 agents to address more complex user problems and ensure seamless support.
  • Ticket Management:
    • Assist in the management of service tickets, ensuring that Level 2 issues are addressed in accordance with service level agreements (SLAs).
    • Escalate and prioritize incidents based on the impact and urgency of the issue.
  • Technical Troubleshooting:
    • Conduct in-depth technical analysis to identify the root causes of complex technical issues.
    • Troubleshoot and resolve problems related to hardware, software, network, and system configurations.
    • Collaborate with other IT teams and specialists to resolve complex issues.
  • Software and Hardware Support:
    • Provide advanced support for software applications and system configurations.
    • Assist with the installation, configuration, and maintenance of hardware and software, including user workstations and servers.
  • Incident Resolution:
    • Take ownership of Level 2 incidents and work to resolve them efficiently while keeping stakeholders informed of progress.
    • Document all troubleshooting steps, resolutions, and lessons learned for future reference.
  • Knowledge Sharing:
    • Act as a knowledge resource for Level 1 agents, providing guidance and training to help them enhance their technical skills.
    • Contribute to the development and maintenance of knowledge base articles and documentation.
  • Project Support:
    • Collaborate on IT projects, including system upgrades, migrations, and deployments.
    • Assist in planning, testing, and implementation of technical solutions.
  • Continuous Improvement:
    • Identify recurring issues and suggest improvements to prevent future incidents.
    • Stay up-to-date with industry trends and best practices to enhance the IT service desk's capabilities.
  • Bachelor's degree in a related field (preferred).
  • Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional).
  • 3 years of experience in a Level 1 service desk role, with a proven track record of handling Level 2 incidents.
  • Proficiency in various operating systems, software applications, and hardware components.
  • Strong problem-solving skills, analytical thinking, and the ability to work independently.
  • Excellent communication skills, both written and verbal.
  • A commitment to delivering exceptional customer service.
At Optimas we believe in having a competitive compensation scheme to motivate and retain our employees. More information will be given throughout the process. 
Optimas OE Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability or genetics. In addition to federal law requirements, Optimas OE Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.