IT Support Specialist

**Job Title**:IT Support Specialist - Level 1**Role Description**:This position plays a crucial role in delivering Connexa’s technical support and managed services. Level 1 Specialists are integral to our ITIL-aligned Service Desk, which provides essential operational support and incident resolution to enterprise clients.This role serves as the first point of contact for clients, ensuring prompt and effective issue resolution. Support is provided on a rotating day shift schedule, currently operating Monday through Friday, from 9:00 AM to 6:00 PM.**Main responsibilities**:- Effectively deal with infrastructure and environment technical issues which may have been discovered during an operational check of a client’s environment- Logging of all calls and problems in Triangle’s ticketing system & follow through to resolution in a timely manner, always mindful of SLA’s and KPIs- Resolution of common issues with mínimal supervision or review whilst understanding the need to escalate issues within the team as necessary- Escalate issues appropriately and with the required level of detail internally within Triangle or to relevant vendor while remaining within service levels - prompt client issue resolution is key- Service requests - log and fulfil service requests as requested by the client and/or assigned by the Service Manager for the environment/account.- Event management - investigate alerts received from the Triangle or customer monitoring system and determine appropriate actions to address these alerts.- Operations Support - Complete daily/weekly/monthly environment checks across a variety of infrastructure technologies. Escalate issues to incident management as appropriate and work to resolve. Execute regular operational tasks, e.g. backup jobs, restores, alert audits- Use own initiative to research technical solutions and update the Triangle knowledge base as appropriate- Adhere and enforce all IT related procedures and policies as recommended by Triangle senior level technical and services staff- Have excellent oral and written communication skills for effective dialogue with customers and colleagues- Ensure that a strong customer service ethos is provided**Requirements**:- Exposure to/knowledge of Microsoft like Azure Infrastructure or M365 technologies; willing to accept future training and certification- Exposure to/knowledge of LAN/WAN and networking principles and equipment, and server technologies as well as network security fundamentals.- Exposure to/knowledge of server and storage technologies and enterprise backup technologies.- Understanding of ITSM Service desk Tools and experience of ticket management.- AZ-900,AZ-104, MS-900 certification desirable- Fluent English skills (both written and verbal)- Eligible to work in Mexico City**Role specific requirements**- Strong troubleshooting skills- Excellent communications and organisational skills- Team player- Desire to learn- Multi-tasking - Have the ability to thrive in a rapidly changing environment and handlemultiple tasks at any given time, with impeccable attention to detail- Proven customer support focus, ideally from reseller background- MS Teams- Service NowTipo de puesto: Tiempo completoSueldo: $13,000.00 - $15,000.00 al mesBeneficios:- Opción a contrato indefinido- Trabajo desde casa- Vacaciones adicionales o permisos con goce de sueldoTipo de jornada:- Turno de 8 horasExperiência:- dos: 1 año (Deseable)Idioma:- Inglés (Obligatorio)Lugar de trabajo: remoto híbrido en 03900, San José Insurgentes, CDMXFecha límite para postularse: 27/02/2025Fecha de inicio prevista: 03/03/2025