Service Desk Technician

Service Desk Technician

Arrive Logistics is a leading transportation and technology company in North America, with plans to continue to significantly grow year over year. Our success is a testament to our remarkable team and what we are building together. We're committed to providing employees with a meaningful work experience and have established an award-winning culture that supports personal and career development in a fun, casual, and collaborative environment. There's never been a more exciting time to get on board with our rapidly-growing team in Guadalajara, so read on to learn more.

The Service Desk Technician will serve as the first contact within the Service Desk to resolve frontline issues for internal customers. This position will serve as the go-to resource for desk-side troubleshooting, technical support, workstation support, and system set-up. Internal users of our systems will look to you for various issue resolutions, including email and desktop software support, printer troubleshooting, and network connectivity issues. The Service Desk Technician will also have basic interaction with vendors and may be involved to start the troubleshooting process externally.

What You'll Do:

• Works within established troubleshooting guides and knowledge base to resolve tickets in a timely manner and provide responsive resolutions for support tickets.
• Collects additional details and provides basic troubleshooting steps per documentation.
• Display ability to troubleshoot known issues with minimal guidance.
• Engage various teams throughout the organization with a service mindset, focusing on ensuring the end-user satisfaction.
• Escalates any issues that he/she is unable to resolve within reasonable time, or due to lack of knowledge, access or understanding of the issue to senior team members.
• Handles administrative IT projects not requiring knowledge of infrastructure. Assists senior team members with projects and tickets as assigned.
• Take an analytical approach to troubleshooting hardware, software, and network issue
• Ability to work with a degree of independence within provided guidelines and documentation process.
• Research issues and eliminate irrelevance, with guidance from senior team members.
• Provide continuous communication to the team of problems and issues to ensure the quality user experience.
• Other assigned duties as needed, to include assistance in the case of high priority incidents.

Qualifications:

• A high school diploma/GED equivalent
• 3+ years Customer Service experience, preferably with 1+ year training experience
• Proficient in English and Spanish

The Perks of Working With Us:

• Take advantage of our benefits including monthly grocery vouchers, vacation days, savings fund, medical insurance (including dental and vision plans) and more.
• Leave the suit and tie at home; our dress code is casual.
• Enjoy office wide engagement activities, team events, happy hours and more!
• Work in our new Guadalajara office located in Torre 1500 (Av. Americas 1254) within the plaza, you'll find cafes and a wide variety of local restaurants.
• Start your morning with free coffee!
• Maximize your wellness with free counseling sessions through our Employee Assistance Program
• Get paid to work with your friends through our Referral Program!

Your Arrive Experience:

Our award-winning company culture is designed with you in mind. We are committed to supporting your personal and professional growth and making Arrive a place we all love to work.