IT Support Specialist

IT Support Specialist

Location:
Mexico City, Mexico (Polanco)

Scope:
Mexico and Latin America

Who we are

At
Hanwha Vision
, we are a global leader in innovative video surveillance and security solutions. Our mission is to deliver intelligent technologies that enable safer, smarter environments for businesses and communities worldwide.

With presence across the Americas, Europe, and Asia, we combine technological excellence, continuous innovation, and a commitment to reliability — empowering our partners and clients to stay ahead in a connected world.

What we offer

• Global exposure through interaction with LATAM.
• Professional development and opportunities for innovation.
• Competitive compensation package aligned with market standards.
• A culture that values integrity, accountability, and teamwork.

Position objective

The
IT Support Specialist
ensures the correct, secure, and continuous operation of technological systems, IT infrastructure, and cybersecurity controls across Mexico and Latin America.

This position provides high-quality technical support to users, manages IT assets, maintains infrastructure reliability, and leads improvement projects that enhance efficiency, security, and business continuity.

Key responsibilities

1. Technical Support (Mexico and LATAM)

• Provide on-site and remote support using tools such as NinjaOne, AnyDesk, TeamViewer, or Splashtop.
• Diagnose and resolve hardware, software, and network issues, ensuring minimal disruption to operations.
• Support users with Microsoft 365, email, corporate applications, and connectivity.
• Maintain professional and empathetic communication when assisting users.

2. IT Infrastructure Administration

• Manage servers, network systems, IP telephony, and video conferencing rooms.
• Configure switches, routers, access points, and VLANs to ensure secure connectivity.
• Supervise preventive and corrective maintenance with vendors and external providers.
• Oversee virtualization environments (VMware, Hyper-V), ensuring high availability.

3. IT Security Controls

• Implement and monitor physical and logical security controls across offices and systems.
• Administer firewalls, permissions, and VPN/DMZ configurations for secure access.
• Manage access control systems (preferably SUPREMA) and user credentials.
• Ensure compliance with Hanwha Vision's global IT and cybersecurity standards.

4. IT Asset Management

• Control the lifecycle of IT assets (laptops, monitors, peripherals, phones).
• Keep inventory updated in systems such as NinjaOne, ServiceNow, or Jira.
• Coordinate equipment replacement and procurement aligned with operational needs.

5. Employee Onboarding and Offboarding

• Prepare and deliver IT equipment and access credentials for new hires.
• Manage deactivation and retrieval of equipment from departing employees.
• Maintain accurate records of accounts, permissions, and system access.

6. Backup and Business Continuity

• Perform and verify local and cloud backups in accordance with corporate policies.
• Ensure disaster recovery and failover procedures are tested and effective.
• Safeguard data integrity and operational continuity in case of contingencies.

7. IT Projects and Continuous Improvement

• Participate in infrastructure and technology upgrade initiatives.
• Identify opportunities for automation and optimization using Power Automate or Microsoft 365 Apps.
• Collaborate with regional teams to align with corporate IT standards and project timelines.

Power skills

• Strong customer service orientation and communication abilities.
• Analytical mindset and structured problem-solving.
• Organization, prioritization, and attention to detail.
• Ethics, confidentiality, and reliability in handling sensitive information.
• Proactive attitude and continuous learning orientation.
• Teamwork and adaptability in multicultural and regional settings.

Technical skills

• Hardware, software, and network troubleshooting.
• LAN/WAN administration, VLANs, IP configuration, switches, routers, firewalls.
• Server virtualization (VMware, Hyper-V) and remote monitoring tools (NinjaOne, AnyDesk, TeamViewer).
• Incident and asset management systems (ITSM, ServiceNow, Jira).
• Intermediate to advanced Microsoft 365 and Power Automate knowledge.
• Access control system configuration (SUPREMA or equivalent).
• Strong Windows expertise; basic knowledge of macOS.

Preferred profile

• Bachelor's degree in Systems, Computer Engineering, or related field.
• 3–5 years of experience in IT Support, Infrastructure, or Systems Administration.
• Intermediate or higher level of English (written and spoken).
• Availability to provide support to LATAM offices (remote).