IT Tech Support

1 Opening
- Mexico City

**Role description**:
**IT Tech Support**

**Lead I - Cloud Infrastructure Services**

**Who We Are**:
Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.

**You Are**:
UST is searching for an IT Tech Support who will respond to escalated service requests from Help Desk associates and other team specialists, working to identify, troubleshoot and resolve routine operator problems and make or coordinate repairs.

**The opportunity**:

- Hybrid: In office/remote
- Escalate the most complex issues to third-tier team members or other appropriate teams within IT.
- Responsible for first and second level support and appropriate follow up on IT systems including PC’s, printers, servers, and related IT hardware and software.
- Clearly document and effectively prioritize client requests into ServiceNow.
- Clearly identify, isolate, document, and define problems; resolve them in a timely manner when able and escalate them to the appropriate team/owner according to SLA processes.
- Complete required project activities.
- Install software, desktop/laptops systems and peripherals.
- Update documentation as needed.
- Maintain high customer satisfaction by representing IT courteously, professionally, and effectively.
- Maintain and organize inventories.
- Manage and organize support information knowledge base.
- Proactively identify areas of improvement to management, and lead/participate in solution design.
- Off hours contact for any IT related issues including disaster recovery.
- Follow standard operating procedures, policies & directions.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

**What you need**:

- Post-Secondary Education graduate or relevant experience
- 4+ years of technology/desktop support experience
- Fluent English Language skills both spoken and written
- Extensive knowledge of Windows desktop environment and Enterprise MacBook support
- Knowledge of PowerShell scripting
- Knowledge of Windows Server environment administration (AD, Exchange)
- Required:

- Proficient with Windows desktop environment (Win 11 & Microsoft Office) and Enterprise MacBook support
- Excellent communication & organizational skills
- Strong telephone and customer service skills
- Strong analytical and problem-solving skills
- Availability to work overtime, as required
- Preferred:

- A+, Network & Microsoft Certified Desktop Support Technician
- Proficient with:

- Basic TCP/IP networking
- Windows Terminal Server end user support
- Mobile device support - iPhone
- Printer technologies
- Video conference & meeting room technology
- Dell workstation hardware
- MacBook hardware

**Benefits**

Employees receive mandatory and non-mandatory benefits such as fourteen (14) days of vacation beginning on the date of hire, vacation premium, ten (10) paid holidays, a Christmas Bonus of thirty (30) days’ pay, Monthly Food Vouchers, Saving Fund, and health insurance. Certain employees may be eligible for additional Company benefits beginning on the date of hire, including dental, disability and life insurance plans; four (4) days of personal time off per year, up to three (3) days of paid medical leave per year, and up to three (3) days of paid bereavement leave per year.

**What we believe**:
We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.

**Humility**:
We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

**Humanity**:
Through business, we will better the lives of those less fortunate than ourselves.

**Integrity**:
We honor our commitments and act with responsibility in all our relationships.

**An Equal Opportunity Workplace, Free of Discrimination and Harassment**

At UST, we strive to provide a work environment free of discrimination and harassment. We are an equal opportunity employer and employment decisions are based on merit and business needs. Our Human Rights Policy further illustrates our stand on this. We are committed to following fair employment