Senior Technical Support Analyst en Thomson Reuters

Sr Technical Support Analyst  

Do you have experience in IT Services? Are you passionate about the chance to bring your experience to a world- class company that is market-leading for both content and technology? If yes, we are looking for you! 

Our Service Management function is transforming into a truly global, data and standards-driven organization, employing best-in-class tools and practices across all disciplines of Technology Operations. This will drive ever-greater stability and consistency of service across the technology estate as we drive towards optimal Customer and Employee experience. 

About the role  

Based in Mexico City office, this role will be a member of a team of talented support specialists who provide both remote and in-person support across our EMEA / APAC / AMERS regions.  Working as part of a large global team, you will be responsible for day-to-day support, providing expertise to our customers, and looking for opportunities to expand your technical knowledge.

In this opportunity as a Sr Technical Support Analyst , you will:

• Performs troubleshooting on issues - providing guidance, basic training, and technical support to end-users
• Monitor the Helpdesk / Service Center system and respond appropriately and timely to tickets
• Complete additional tasks such as inventory, shipping, and imaging
• Fully contribute to the utilization of the hardware/software inventory process
• Serve as a problem escalation point on technical issues
• Participate in assigned projects
• Review and update documentation existing in enterprise knowledge base
• Fully contributes to, and mentors others in, the utilization of the hardware/software inventory process system implemented
• Produces well written technical and business documentation, such as project justification documents and proposals
• Creates and publishes new documentation pertaining to previously undiscovered software/hardware issues and/or specific Operating issues in enterprise knowledge base. Provides solutions used by Tier 1 Help Desk support. Reviews and updates documentation existing in enterprise knowledge base.
• Acts as a point of focus for the company for all IT desktop support issues performing installs, upgrades, and moves as appropriate
• Provides technical guidance and direction to team members and peers.
• Reviews identified business process issues and recommends applicable technical solutions to various user groups.
• May lead small teams
• Provides support and project guidance for new departmental staff, less senior staff, and individuals outside the work group
• Provides advanced network analysis for issues related to connectivity
• Escalates any issues that cannot be resolved at 2nd level to the appropriate resource within the IT team
• Has mastered the use of, and is able to mentor others in, the problem management/ticket tracking system
• May initiate postmortem process as appropriate.
• Identifies reoccurring hardware and software incidents and proposes solutions.
• Thrives under constantly changing conditions, offering new ideas and fresh approaches to problems
• Contributes to the continual improvement of the change management process.
• Conducts informal and formal technical and/or business presentations for peers, customers, and occasionally at the organization level.
• Provides input and recommendations for departmental processes, policies, and standards, considering impact on the organization.
• Evaluates and implements best practices

About You  

You’re a fit for the role of Sr Technical Support Analyst if your background includes: 

3-5 years’ experience of on-site Desktop support including:

• Experience supporting Windows and Mac OS 
• Knowledge of mobile devices and MDM preferred
• Experience with administering accounts in Azure and InTune would be beneficial

Good written and oral communication skills, strong critical thinker. 

Strong collaboration skills – able to work independently and with a team. 

Ability to work with team members and customers from diverse geographic areas. 

A passion to learn new technologies and share knowledge across teams 

Strong customer focus – demonstrates empathy and understanding when dealing with customers

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What's in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected

• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, and employee incentive programs; resources for mental, physical, and financial wellbeing.

• Culture:  Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.

• Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social, and Governance (ESG) initiatives for local and global impact.

• Purpose-Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. 

Accessibility 

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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