IT Support Specialist

We are seeking a skilled and service-oriented IT Support Specialist to join our on-site team in Mexico City. This position supports end-users in a contact center environment and requires hands-on technical expertise with Windows systems, Okta, Office365, and hardware support. The ideal candidate is a proactive problem-solver who thrives in a fast-paced setting, enjoys working face-to-face with users, and has the ability to guide and support both common and escalated IT issues.

Duties and Responsibilities:

End-User Support & Troubleshooting

- Provide intermediate-level support for Windows desktops/laptops including hardware, software, and peripheral issues.
- Perform user account administration: new hire setups, terminations, password resets, and account unlocks using Active Directory and Okta.
- Troubleshoot and support issues across multiple areas: PCs, laptops, printers, monitors, TVs on the production floor, Wi-Fi, and VoIP phones.
- Simulate and recreate user issues to better understand and resolve recurring or complex technical problems.
- Support Office365 and Exchange Online environments, including mailbox setup and client troubleshooting.

Infrastructure & Systems Coordination

- Collaborate with Network Services, Server Administration, and Security teams to resolve infrastructure-level problems.
- Provide support for VoIP platforms, especially Five9, including basic routing issues and user profile setups.
- Monitor and track system outages and help desk tickets, ensuring timely escalation and resolution.
- Maintain System Utilization Reports and collaborate with stakeholders to review performance and outage trends.
- Process requests for Installs, Adds, Moves, and Changes (IMAC) and ensure service levels and compliance standards are met.
- Update and manage the Help Desk knowledge base, ensuring accuracy and usability for the wider support team.

Team Collaboration & Documentation

- Act as a go-to escalation point for complex incidents that require deeper investigation.
- Provide training and support to junior IT technicians or floor support agents as needed.
- Assist in maintaining IT procedural documentation and ensuring team alignment with best practices and standards.

Security & Compliance Support (Entry-Level Security Analyst Tasks)

- Monitor and triage security alerts from endpoint protection/EDR and access systems, escalating per documented playbooks and SLAs.
- Review Active Directory and Okta authentication activity (e.g., repeated failed logins, suspicious geolocation, MFA issues) and document findings in tickets.
- Support the phishing reporting process by analyzing user-reported emails, coordinating blocking actions (sender/domain/URL), and providing user guidance.
- Assist with endpoint security hygiene: verify antivirus/EDR agent health, encryption status, and security baseline compliance on Windows workstations and laptops.
- Coordinate vulnerability and patch management tasks by tracking scan results, validating remediation, and partnering with IT teams to close findings.
- Collect and preserve basic incident evidence (logs, screenshots, system details) for escalations to the Security team; maintain clear incident documentation and timelines.
- Support periodic user access reviews by validating least-privilege group membership, documenting approvals, and helping remediate access discrepancies.
- Maintain accurate asset and inventory records (devices, owners, locations) to support security investigations and audit readiness.
- Contribute to security awareness efforts by reinforcing safe computing practices during support interactions and assisting with training rollouts.
- Desired: Basic scripting capabilities (PowerShell, Python, and/or Bash) to automate repetitive tasks, parse logs, and generate simple security/IT reports.

Requirements

- 2+ years of experience in Help Desk or IT Support roles, ideally in a contact center environment.
- Associate's or Bachelor's Degree in IT or a related field, or equivalent certifications and experience.
- Certifications such as CompTIA A+, Microsoft Desktop Support; (optional but preferred: Network+, Security+, CCNA, Server+, eJPT).
- Experience with Windows Server, Active Directory, and user account administration.
- Strong knowledge of Office365, Exchange Online, VoIP systems (especially Five9), and Okta for access management.
- Solid troubleshooting experience in networked environments, especially with AD-integrated systems.
- Strong interpersonal, written, and verbal communication skills in both Spanish and English (bilingual required).
- Ability to work independently and as part of a collaborative on-site IT support team.

Desired Attributes:

- Customer-focused with excellent problem-solving skills.
- Ability to manage multiple priorities in a high-paced, hands-on environment.
- Comfortable working on the production floor and responding quickly to user needs.
- Highly organized and documentation-oriented, with a drive to continuously improve support practices.

Benefits

- Medical Insurance
- Competitive Salary
- Fun work environment
- Growth Opportunities