Digital@FEMSA somos la división de innovación tecnológica que ofrece soluciones digitales para simplificar la vida de nuestros clientes.
Está integrada por negocios que aprovechan la tecnología para generar herramientas prácticas y confiables, como Spin by OXXO* una wallet que busca simplificar la vida de sus clientes a través de una cuenta de fondos de pago electrónico, así como distintas Soluciones para Negocios**. Somos un equipo diverso y multidisciplinario centrado en desarrollar propuestas de valor innovadoras y diferenciadas en el mercado.
Respaldados por los más de 130 años de experiencia y compromiso a la excelencia de FEMSA, somos el equipo que continúa con la misión de generar valor económico y social, ahora en la comunidad digital.
Objective of the Role
As an IT Support Engineer II, you will be responsible for providing advanced technical support for our IT infrastructure and applications. You will work closely with IT teams, business users, and vendors to ensure timely and effective resolution of complex technical issues. Your technical expertise and experience will be instrumental in maintaining the stability and performance of our IT systems, supporting our business objectives.
Main Responsabilities
- Advanced Incident Resolution: Provide timely resolution of complex IT issues (N2, N3).
- Problem Management: Identify and resolve recurring problems to prevent future incidents.
- Knowledge Base Management: Maintain and update a comprehensive knowledge base of advanced troubleshooting procedures and solutions.
- Service Level Agreement (SLA) Management: Ensure adherence to SLAs for IT support services and optimize SLAs through process improvement.
- Continuous Improvement: Identify opportunities for process improvement and implement best practices to enhance support services.
- Reporting: Prepare and analyze reports on support metrics and trends to identify areas for improvement.
- Collaboration: Work closely with IT and business teams to receive knowledge transfer and support new features and products.
- User Support: Provide advanced technical support and training to end-users to ensure effective use of IT systems and applications.
- System Monitoring: Monitor IT system performance and health to proactively identify and address potential issues.
- Documentation: Create and maintain detailed documentation of support processes, procedures, and incident resolutions.
- Root Cause Analysis: Conduct root cause analysis for major incidents and implement corrective actions.
- Autonomous Work Culture: Actively create an autonomous work culture and collaborate in an agile and lean environment.
- Vendor Coordination: Coordinate with third-party vendors for issue resolution and application updates.
- Project Support: Assist in IT projects, including system upgrades, migrations, and new implementations.
- Security Compliance: Ensure IT systems and applications comply with security policies and standards.
- Mentorship: Mentor junior IT support engineers and provide guidance for their professional development.
Required Knowledge and Experience
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 3-5 years of experience in IT support or a related field.
- Advanced knowledge of IT infrastructure and applications.
- Strong problem-solving and troubleshooting skills.
- Excellent communication and interpersonal skills.
- Ability to work under pressure.
- Certifications in IT Operations frameworks (ITIL, Cobit) are a plus.
- English Proficiency: Intermediate to advanced level.
Digital FEMSA está comprometida con un lugar de trabajo diverso e inclusivo.
Somos un empleador que ofrece igualdad de oportunidades y no discrimina por motivos de raza, origen nacional, género, identidad de género, orientación sexual, discapacidad, edad u otra condición legalmente protegida.
Si desea solicitar una adaptación, notifique a su Reclutador.