IT Support Specialist Ii

hace 2 meses

Monterrey, México Ware Malcomb A tiempo completo

Ware Malcomb has an exciting opportunity for an IT Support Specialist in our Monterrey office

The IT Support Specialist II is responsible for supporting our end users in the local office and other offices in the region, as assigned by IT leadership. This support role has the primary responsibility of troubleshooting and/or triaging tickets from WM team members onsite and remote, and also functions as a mid-level escalation point for various technologies.

**IT Support Specialist Responsibilities**:

- This is a mid-level IT support role that serve as an escalation resource of the helpdesk team
- Work hours are 8:00 AM - 5:00 PM, local time; afterhours work as-needed to complete open tasks
- Provide excellent customer service through effective communication and active engagement.
- Resolve IT requests within established Service Level Agreements (SLA).
- As needed, escalate IT issues to senior-level technicians, infrastructure team or IT management
- Manage own help desk system queue to ensure timely response and resolution times.
- Assist other team members to help balance the IT workload.
- Develop and maintain a close working relationship with the IT team and end users.
- Effective assignment and recovery of IT assets in the assigned region.
- Maintain accurate inventory of all hardware and software.
- Anticipate the unique needs of each office by engaging with its local representatives.
- Be continuously alert and responsive to the ever-evolving needs of the staff in the region.
- Active contributor of technical solutions and documentation.
- Support a minimum of 3 offices with over 100 employees total.
- Assist efforts involving office buildouts, expansions or moves.
- Complete assignments as assigned by the Director of IT, Principal of IT or Ware Malcomb leadership.
- Participate in after-hours work, and travel to various work sites, as needed.

**IT Support Specialist Qualifications**:

- Knowledge of infrastructure and cybersecurity fundamentals.
- Able to safely lift or carry equipment weighing up to 25 lbs. and reach for overhead items.
- Bachelor’s degree or equivalent combination of technical training/work experience.
- Minimum of three (3) years of support experience with the following:
o Windows 10/11, Active Directory, Office 365, MS Office, PC imaging, software updates

o Applications: AutoCAD, Civil 3D, Revit; Sketchup, Adobe Suite, SharePoint

o Network connectivity, VPN issues, remote work, Zoom, VoIP, mobile devices

o Troubleshooting hardware, software, network, printing and telecom issues
- Analytical, critical and deductive reasoning required to troubleshoot user issues.
- Effective communication of technical information to a less technical audience.
- Clear, concise, professional and thorough oral and written communication skills.
- Ability to multi-task, follow processes and procedures and take direction positively.
- Ability to speak, understand and write in English.
- Established in 1972, Ware Malcomb is a contemporary and expanding full service design firm providing professional architecture, planning, interior design, civil engineering, branding and building measurement services to corporate, commercial/residential developer and public/institutional clients throughout the world._
- With office locations throughout the United States, Canada, Mexico and Brazil, the firm specializes in the design of office, industrial, science & technology, healthcare, retail, and public/institutional projects._

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