High-Tech IT Support Professional

hace 3 semanas


Monterrey, Nuevo León, México Ware Malcomb A tiempo completo

At Ware Malcomb, we are seeking a skilled IT Support Specialist II to join our team in the Monterrey office. As an integral member of our IT department, you will be responsible for providing top-notch support to our end-users across local and regional offices.

This role involves troubleshooting and resolving various technical issues, serving as a mid-level escalation point for different technologies. You will work closely with our IT leadership to ensure seamless support services.

Responsibilities:

  • Provide exceptional customer service through effective communication and engagement.
  • Resolve IT requests within established Service Level Agreements (SLA).
  • Escalate complex issues to senior-level technicians, infrastructure team, or IT management as needed.
  • Manage your help desk system queue to ensure timely response and resolution times.
  • Assist other team members to maintain a balanced IT workload.
  • Develop and maintain close working relationships with the IT team and end-users.
  • Effectively manage IT assets across assigned regions.
  • Maintain accurate inventory of hardware and software.
  • Anticipate unique needs of each office by engaging with local representatives.
  • Be responsive to ever-evolving staff needs in the region.
  • Contribute to the development of technical solutions and documentation.

Qualifications:

  • 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 three years of support experience with Windows 10/11, Active Directory, Office 365, MS Office, PC imaging, software updates.
  • Experience with applications such as AutoCAD, Civil 3D, Revit; Sketchup, Adobe Suite, SharePoint.
  • Familiarity with network connectivity, VPN issues, remote work, Zoom, VoIP, mobile devices.
  • Troubleshooting skills for hardware, software, network, printing, and telecom issues.

We offer a competitive salary range of $65,000 - $85,000 per year, commensurate with experience, plus benefits including health insurance, retirement plans, and paid time off. If you are passionate about delivering exceptional IT support and contributing to a dynamic team, we encourage you to apply.



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