IT Support Specialist

hace 2 semanas

Guadalajara, Jalisco, México Gdl Connect S De Rl De Cv A tiempo completo

We are GDL Connect, a Mexican company headquartered in Guadalajara. Our goal is to provide high-quality services to our North American partners and clients.

Our team helps augment functional teams while preserving corporate culture and professional dynamics. We focus on banking & finance, insurance, information technology, marketing & lead management, and healthcare.

GDL Connect is committed to nurturing a professional environment focused on driving results and teamwork. We invite dedicated and hardworking individuals to join us.

About the Job:

Main Responsibilities:

  • Configure desktops with the company's image.
  • Document all activities in the ticket tool and follow up on tickets throughout their lifecycle.
  • Install computer peripherals including monitors, mice, keyboards, and Dock stations.
  • Fix hardware problems and generate warranties with equipment manufacturers when necessary.
  • Ensure compliance with processes outlined in the project's global contract.
  • Identify process improvements and contribute to enhancing service delivery.
  • Serve as the point person for projects, initiatives, rollouts, and onboarding new team members.
  • Share knowledge, provide guidance, and train other team members and end-users.
  • Communicate with Managers to identify and address issues.
  • Collaborate with the IT Service Delivery Coordinator to address user concerns and suggest improvements.
  • Provide onsite incident resolution for hardware, software, and networking issues.
  • Act as the leader of a small group of IT support engineers.
  • Respond promptly to communication requests.
  • Troubleshoot network printers.
  • Ensure compliance with the PC Refresh process.
  • Diagnose problems by asking targeted questions and guiding users with step-by-step instructions.
  • Keep ServiceNow Incidents, tasks, and PC inventory up to date.

Required Skills and Qualifications:

  • Proficiency in networking concepts.
  • Strong knowledge of Windows 7, 10, and 11.
  • Experience with ServiceNow and Microsoft Office Suite (Word, Excel, PowerPoint, etc.).
  • Familiarity with Microsoft Outlook, Teams, and SCCM.
  • Hands-on experience in hardware support for PCs, laptops, mobile devices (iPhone and Android), and printers.
  • Visa and passport required for onsite trainings in the US.
  • Bachelor's degree in computer science, Information Technology, or related field preferred.
  • 4+ years of experience in technical support roles.
  • Spoken English is a must.

Benefits:

We offer a competitive salary range of $20,000 - $30,000 MXN brutos per month, along with the following benefits:

  • Prestaciones de ley (vacaciones, prima vacacional, aguinaldo, IMSS).
  • Vales de despensa: $1,000 MXN.
  • Estructura de bonos.
  • Horario laboral de lunes a viernes de 9:00-6:00.
  • Programas de entrenamiento y desarrollo profesional.

Working Conditions:

  • Type: Full-time position.
  • Location: Onsite at our headquarters in Guadalajara, Mexico.

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