On-site Technical Support L1

hace 7 meses


Buga Valle del Cauca, Colombia STEFANINI LATAM A tiempo completo

Sé parte de Stefanini

En Stefanini somos más de 30.000 genios, conectados desde 41 países, haciendo lo que les apasiona y co-creando un futuro mejor.
**Responsabilidades y atribuciones**
Seguro no te quieres quedar fuera

**On-Site Technical Support L1**

Brindar soporte N2 (Atención en Sitio) realizando la correcta revisión, diagnóstico y solución del incidente o

requerimiento asignado.
- Recibir las solicitudes de cualquier tipo de contacto (Teams, llamada, correo y/o plataforma web) garantizando

la creación de los tickets, la resolución de los mismos y/o el escalamiento correspondiente
- Crear oportunamente los casos atendidos y/o asignados dentro de la operación cuando sea requerido.
- Documentar oportunamente a través de la herramienta de gestión y notificar los avances de actividades

asignadas al líder y usuario según aplique.
- Realizar un monitoreo de la herramienta de gestión para nuevos tickets y solicitudes.
- Realizar monitoreo y control del trabajo asignado y realizar alertas sobre aquellos en los que existen riesgos.
- Revisar la descripción de los tickets (aplica para Incidentes y Solicitudes) garantizando que cuenten con la

documentación y seguimiento de acuerdo al protocolo estructurado por el cliente y/o servicio.
- Garantizar la correcta instalación de las aplicaciones definidas por la organización.
- Comunicar al equipo de técnicos y/o especialistas los casos de alta severidad para para atención inmediata

cuando sea requerido.
- Reportar los cambios efectuados de equipos de cómputo a las áreas establecidas dentro del servicio (software,

hardware).
- Realizar mantenimiento preventivo y correctivo de equipos de cómputo.
- Garantizar el cumplimiento de los procedimientos acordados con el cliente y por Stefanini.
- Solicitar las garantías de los equipos de cómputo asignados cuando sea requerido.
- Generar reportes periódicos de los activos a su cargo cuando sea requerido.
- Actualizar en la herramienta asignada la información de inventarios cuando sea requerido.Formato del Sistema Integrado de Gestión
- FR-RH-01 _
- Mantener actualizado el inventario de las herramientas de software y hardware (equipos propios y alquilados)

cuando sea requerido.
- Apoyar tareas de administración de infraestructura que así lo requieran.
- Garantizar la ejecución del protocolo de atención definido para el cliente asignado.
- Garantizar el cumplimiento de los procedimientos acordados con el cliente y por Stefanini.
- Entregar un reporte y/o informe de las actividades asignadas por el líder.
- Reportar y proponer las opciones de mejora en el servicio.
- Asistir a reuniones de capacitación y transferencia de servicios relacionados.
- Asistir a las reuniones de seguimiento del servicio coordinadas por su líder inmediato.
- Estar disponible para tareas de la operación cuando sea requerido.
- Realizar de forma correcta las actividades garantizando el normal y óptimo estado del servicio a su cargo.
- Garantizar el cumplimiento de los planes de trabajo y acciones de mejora establecidos en los tiempos definidos

y con la calidad esperada.
- Dar cumplimiento a las políticas de licenciamiento de la organización.
- Cumplir con los procesos de calidad definidos por la compañía para el cargo (consultar listado LI-RD-08 Matriz

RASCI).
- Cumplir con las demás funciones y actividades que le sean asignadas a su cargo.

**Requisitos y calificaciones**

Importante contar con:
Técnico, tecnólogo en sistemas o programas afines6 meses de experiência, Mínimo 6 meses como técnico de soporte

en sitio o cargo equivalente.
- Ofimática (Office y/o Lotus)
- Windows - Mac OS
- Conocimientos básicos de redes y

direccionamiento IP
- Instalación de Software
- (Windows, Office y Antivirus)
- Manejo de herramientas ITSM
- Conocimiento en mantenimiento de
- equipos de computo

**Informaciones adicionales**
Remplazo de vacaciones profesional Buga

Somos una empresa global con 35 años de experiência en el mercado, ofrecemos una sólida selección de servicios como: automatización, nube, Internet de las cosas (IoT) y experiência de usuario (UX).

Creemos que la tecnología puede revolucionar una empresa y la innovación es fundamental para fomentar el desarrollo y la competitividad. También valoramos las nuevas ideas y el poder de una mente abierta, por lo que reconocemos que cada talento es esencial para la calidad de nuestros proyectos y especialmente para nuestro progreso.

Mantenemos nuestra excelencia invirtiendo en innovaciones tecnológicas, las mejores alianzas, adquisiciones de empresas en todo el mundo y la contratación de profesionales altamente capacitados.



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