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IT Support Specialist
hace 2 meses
Ware Malcomb is seeking a skilled IT Support Specialist to join our team in Monterrey. As an IT Support Specialist, you will be responsible for providing technical support to our end-users, troubleshooting and resolving IT issues, and escalating complex problems to senior-level technicians or IT management.
Key Responsibilities:- Provide exceptional customer service through effective communication and active engagement.
- Resolve IT requests within established Service Level Agreements (SLA).
- 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.
- 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.
- 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:
- Windows 10/11, Active Directory, Office 365, MS Office, PC imaging, software updates
- Applications: 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.
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.
The firm is also ranked among the top 15 architecture/engineering firms in Engineering News-Record's Top 500 Design Firms and the top 30 interior design firms in Interior Design magazine's Top 100 Giants.
