Technical Support Professional
hace 1 mes
At Ware Malcomb, we are seeking a Technical Support Professional to join our team in Monterrey. This role is responsible for providing exceptional support to our end users across Mexico offices and other locations as assigned by IT leadership.
The primary responsibility of this role is to troubleshoot and/or triage tickets from team members in the region, ensuring timely resolution and meeting established Service Level Agreements (SLA).
Main Responsibilities:
- Serve as the primary IT support contact for the assigned region
- Work hours are 8:00 AM - 5:00 PM CST
- Provide excellent customer service through effective communication and active engagement
- Resolve IT requests within established SLA
- Escalate IT issues to the appropriate resources within the IT Team and outside partners as needed
- Manage own help desk system queue to ensure timely response and resolution times, and document resolutions accurately
- 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
- Complete assignments as assigned by the IT Manager, Associate Principal of IT or Ware Malcomb leadership
- Participate in after-hours work
- Travel to various work sites as needed
Requirements:
- Bachelor's degree or equivalent combination of technical training/work experience
- Minimum of two years of support experience with Windows 10, Active Directory, Office 365, MS Office, PC imaging, software updates, AutoCAD, Civil 3D, Revit; Sketchup, Adobe Suite, SharePoint, Network connectivity, VPN issues, remote work, Zoom, VoIP, mobile devices, 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 is required
We offer a competitive salary range of $60,000 - $80,000 per year, depending on experience, plus a comprehensive benefits package and opportunities for career growth.
Ware Malcomb is an Inc. 5000 fastest-growing private company and a Hot Firm and Best Firm to Work For by Zweig Group. We provide a wellness-focused company culture, fostering a supportive and nurturing work environment that encourages professional growth and development.
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