Lead Specialist IT Support

Avantor is looking for a dedicated and experienced IT Support Lead Specialist.
IT Support Specialist will Support the planning, acquisition, installation, control, management and maintenance of the organization’s local/wide area networks, computer systems, software, peripherals, and telecommunications. Works independently under minimal supervision field incoming help requests by providing first level IT support and either resolve or escalate incidents in a timely manner. Provide updates within stipulated period and track open incidents till closure. Provide tech support by performing onsite troubleshooting through diagnostic techniques and taking necessary steps to provide resolution, providing clear communication and customer support.
This role will be a full-time position base out of the site ABC Mexico – Avantor US Business Center S. de R.L. De CV of Ciudad de Mexico. This is not a remote or a hybrid position.

What we’re looking for 

· Education:  Bachelor’s Degree in Computer Systems, or computer related degree.

· Experience: 5+ years of experience providing IT Support.

· Bilingual (Spanish and English) at a C1 level.

· CompTIA A+/Network+ is desirable.

Who you are:

· Ability to travel up to 20% and work after hours and work flexible shifts, after or during weekends.

· Customer- oriented, reliable, self-motivated, organized, detail oriented, teamwork and a quick learner.

· Outstanding customer service skills.

· Proficiency of Microsoft Outlook and MS Exchange environments.

· Proficiency of Windows 2K, 11 and Windows Server.

· Strong knowledge of PCs, Wintel, Software Center, SAP and Sovos interface, Networking concepts, Cyber Security familiarity, ServiceNow ticketing system.

· Strong Knowledge of Office 365 applications.

· Ability to prioritize multiple high priority support request and work independently.

· Professional Maturity.

· Quality oriented.

· Handle difficult situations and people.

· Prioritize task and meet deadlines.

· Ability to multi-task, troubleshoot, and adapt to changing environment and needs.

How you will thrive and create an impact 

· Observe, monitor, and report violation incidents of Avantor Global Security Policy

· Use Avantor IT tickets system to document assigned tasks and create new ones in case it is necessary.

· Provides site and remote level 2 and 3 supports for hardware and software applications.

· Assists the Corporate Support Team of Level 3 and Level 4, as necessary.

· Maintain IT Assets Inventory up to date using Avantor tools and manage electronic e-waste equipment.

· Comply with SLA (Service Level Agreement) parameters as per established by Corporate in our Avantor IT ticket system.

· Propose, design, develop, implement, and support improvements in business processes using the available of IT tools.

· Performs network troubleshooting to isolate and diagnose common network problems.

· Install, upgrade, and configure network printing and software.

· Provides setup, deployment, and support of mobile devices.

· Provide technical support onsite, and to remote users via phone, remote software, email, and in person.

· Resolve hardware and software issues at office, warehouse, and manufacturing environments.

· Maintain, support, and configure warehouse devices (Printers, RF Units, Terminals, etc.

· Support conference room, desktop, laptop, mobile device and thin client management (receive, stock, issue, redeploy, tracking and disposal services)

· Desing and implements trainings, project materials, manuals, and testing documents.

· Installs and maintains hardware and peripheral components label printers and other peripherals related to operations support.

· Infrastructure site services (local support of data &voice network and hosting services devices led by L3.)

· Engages and is primary contact for the site with external vendors for support and services.

· Site relationship management (IT liaison with local site management.)

· Responds to client inquiries concerning system operation and diagnoses system hardware, software, and operator problems. Recommends or performs actions to correct problems.

· Provides updates, status, and completion information to manager and/or users via voicemail, email, or in person communication.

· Assist the IT Corporate teams to support all aspects of infrastructure as needed.

· User interactions: Interact with all levels of Avantor associates and customer organization from end user to the Supervisor/Manager.

· Customer point of contact: The primary responsibility of this position is to serve as the liaison with customers. Exceptional communication and listening skills are essential.

· Process Improvement: To identify areas to streamline within the implementation cycle.

· Technical process consultant assigned to lead IT projects as needed.

· Perform other duties as assigned.

Why Avantor?

Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science.

The work we do changes people’s lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom’s voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor.

We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today! 

Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer.

Why Avantor?

Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science.
 
The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor.
 
We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today!

EEO Statement:

We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

For more information about equal employment opportunity protections, please view the Equal Employment Opportunity is THE LAW Poster, EEO is the Law Poster Supplement, and Pay Transparency Non-Discrimination Provision.

3rd Party Non-Solicitation Policy:

By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions. Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation.