Senior IT Support Specialist

hace 1 mes

Guadalajara, Jalisco, México FlexTal Staffing LLC A tiempo completo
Job Title: Senior IT Support Technician

We are seeking a highly skilled Senior IT Support Technician to join our team at FlexTal Staffing LLC. This role demands a deep understanding of IT infrastructure and advanced troubleshooting skills to support a range of technologies including desktops, laptops, peripherals, telecommunications, hardware, software, and network connectivity.

Key Responsibilities:
  • Escalation Lead: Act as the primary point of escalation for complex, unresolved technical issues raised by junior technicians or end-users, providing expert guidance via phone, email, instant messaging, or the IT ticketing system.
  • Advanced Troubleshooting: Perform in-depth analysis and troubleshooting across diverse environments, including desktop, server, and network systems, to ensure quick and effective issue resolution.
  • Service Level Management: Collaborate with system administrators and specialized technicians to resolve escalated issues while adhering to Service Level Agreements (SLAs), ensuring minimal disruption to business operations.
  • Testing & Validation: Conduct thorough testing of solutions to verify complete resolution of issues, documenting all steps taken for future reference and knowledge sharing.
  • IT Infrastructure Support: Provide expert support for audio, video, and web conferencing systems, ensuring seamless operation during important events and meetings.
  • User Administration & Security: Manage user accounts and access controls, ensuring compliance with company security policies and protocols.
  • Proactive Monitoring & Optimization: Analyze patterns in recurring incidents, generating insights and recommendations for process improvement, technology upgrades, and better utilization of IT resources.
  • Project Participation: Assist in the planning, testing, and implementation of new IT initiatives, system upgrades, and hardware rollouts, ensuring clear communication and minimal disruption for end-users.
  • Compliance & Reporting: Ensure strict adherence to internal policies, industry standards, and relevant laws. Report any incidents involving unauthorized access, software misuse, or other security concerns.
  • Emergency Support: Be available for after-hours technical support during critical outages or emergency situations, contributing to the company's disaster recovery plans.
Requirements
  • Education: Bachelor's Degree in Information Technology, Computer Science, or related fields. Equivalent experience may be considered.
  • Experience: Minimum 4-6 years in a senior IT support or tier 2/3 support role, with proven experience in handling complex technical problems and delivering high-quality solutions.
  • Technical Proficiency: Advanced knowledge in:
    • Desktop support (Windows/Mac/Linux)
    • Networking fundamentals (TCP/IP, DNS, VPN, etc.)
    • Hardware troubleshooting (PCs, peripherals, servers)
    • Virtualization technologies (VMware, Hyper-V)
    • Telecommunication systems (VoIP, Video Conferencing)
  • Problem-Solving Skills: Demonstrated ability to resolve complex technical issues efficiently, with a focus on critical thinking and strategic solutions.
  • Customer Service Orientation: Excellent interpersonal skills with a commitment to providing high-quality service, building rapport with users, and maintaining patience under pressure.
  • Communication: Strong verbal and written communication skills in English, capable of conveying technical information clearly to both technical and non-technical audiences.
  • Certifications (Preferred): CompTIA Network+, CompTIA Security+, Microsoft Certified: Modern Desktop Administrator, ITIL Foundation.
Additional Requirements:
  • Ability and willingness to work in a hybrid environment based in Guadalajara.
  • Flexibility to support 24x7x365 operations, including availability for after-hours work during critical periods or emergencies.
  • Strong project management and organizational skills, capable of managing multiple tasks simultaneously.
Benefits
  • Christmas Bonus: 30 days, to be paid in December.
  • Major Medical Expense Insurance: Coverage up to $20,000,000.00 MXN.
  • Minor Medical Insurance: VRIM membership with special discounts on doctor's appointments and accident reimbursements.
  • Dental Insurance: Always smile with confidence
  • Life Insurance: (Death and MXN Disability)
  • Vacation Days: 12 vacation days in accordance with Federal Labor Law, with prior approval from your manager. + Floating Holidays: 3 floating holidays in addition to the 7 official holidays in Mexico.
  • Cell Phone Reimbursement & Transportation Subsidy.
  • Hybrid Scheme: Enjoy the best of both worlds, remote and in-office work.
  • Multicultural Exposure: Work with operations within Mexico and United States.
  • MezTal Internal Events: Strike a healthy balance between your professional and personal goals.
  • Exclusive Discounts: Benefits with different companies for being part of MezTal.
  • Academic Agreements: Access to national universities and language schools.
  • Career Growth: We will search the best conditions for progressing in your career.

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