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Remote in Mexico: Querétaro City
Support.Users& 6 others
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We are actively seeking a Support Specialist to join our team. This role plays a key part in keeping day-to-day operations running smoothly for employees who rely on stable, well-functioning technology. You'll be joining a group that values reliability, quick problem-solving, and a genuine commitment to helping others succeed in their work. This position offers a solid opportunity to grow technical expertise while making a visible, positive impact on the people you support.
Responsibilities
- Provide direct assistance to end users by resolving technical issues, working through Jira tickets, and responding to questions via Slack, phone, or other communication channels
- Participate in a 24x7 support rotation, which includes on-call shifts, holiday coverage, and periodic weekend availability
- Set up and configure new workstations and hardware for employees according to established standards
- Assist with onboarding and offboarding processes related to equipment provisioning and account access
- Maintain accurate inventory records for hardware, software licenses, and peripheral devices
- Contribute to the creation and upkeep of internal knowledge base articles to help streamline future support requests
- Coordinate with other technical teams when issues require escalation beyond the scope of first-line support
Requirements
- At least two years of relevant professional work experience
- Practical knowledge of identity and access management using Active Directory and Okta
- Solid comprehension of desktop hardware components and overall desktop system architecture
- Hands-on experience working with backup and recovery software for desktop environments
- Ability to assemble and repair custom-built desktop computers
- Experience operating remote support utilities such as Dameware
- Skilled at creating and keeping desktop-related documentation up to date
- Background handling incident troubleshooting along with knowledge of proper escalation procedures
- Fundamental understanding of TCP/IP routing concepts and standard network protocols
- Capability to diagnose and resolve network problems across wireless, LAN, and WAN environments
- General familiarity with how DNS, DHCP, DFS, and GPO function within a desktop-focused ecosystem
- Required experience supporting both Mac OS and Windows 7/10 operating systems
- Experience working with tools used for deploying software across multiple machines
- Working knowledge of A/V equipment, conference room technology setup, and basic support for video conferencing platforms like Lifesize or Google Hangouts
- Strong English communication skills, written and verbal, at a B2 level or above
Nice to have
- Exposure to ITIL frameworks and Agile working methods
- Ability to write scripts for automating routine desktop tasks using PowerShell, shell scripting, or Python
- Experience providing support for Atlassian tools such as Jira, Confluence, and Jira Service Desk
- Familiarity with version control platforms like Git or Perforce
- Background working with Windows Server 2008 or 2012 environments