IT Support Technician

The IT Support Technician will provide technical expertise and guidance in the areas of desktops, laptops, peripherals, telecommunications, system applications, hardware, and network connectivity for Meztal. The IT Support Technician is customer service oriented and proactive in anticipating and resolving problems while maximizing efficient use of computing resources.

Essential Job Functions:

• Serve as the first point of contact for team members seeking technical assistance via phone, email, instant messaging, or IT ticketing system. Ensure courteous, timely, and effective resolution of end-user issues.
• Monitor, prioritize, document, and assist in resolving end-user help requests. When possible, troubleshoot and attempt immediate resolution through remote desktop or desk side support.
• Escalate IT tickets as outlined to the appropriately experienced technician or administrator to maintain service level expectations as necessary.
• Test fixes to ensure the problem has been adequately resolved.
• Support audio, video, and web conferencing.
• Create user accounts and manage access controls based on company policies.
• Alert leadership of recurring issues or trends in incidents. Recommend modifications to reduce user issues.
• Participate in user testing, implementing, document creation, and communication for the information technology department and the end user.
• Report any computer abuse, unauthorized system access, software use violations, or licensing concerns immediately to the Director of Information Technology.
• Comply with applicable federal, state, and local laws, rules, and regulations; maintain knowledge of and follow all company policies and procedures.
• Maintain regular and punctual attendance at work and meetings.

Other Duties:

• In cases of rare severe technical outages, this individual may also be required to be onsite during weekday evenings/nights and/or on weekends.
• During emergencies or natural disasters, may be required to be on duty for the duration of the disaster.

Requirements

Job Requirements:

• Degree in Information Technology, Computer Science, or equivalent work experience.
• +4 years experience in a similar role.
• Professional proficiency in English is required.
• Ability and willingness to work in a hybrid environment based in Guadalajara.
• Ability and willingness to work in an environment providing 24x7x365 support.

Knowledge, Skills, and Abilities Required:

• Ability to prioritize and handle multiple projects and tasks concurrently.
• Ability to diagnose and resolve basic technical issues.
• Experience with desktop installation, support, patching, and troubleshooting.
• Excellent verbal and written communication skills.
• Strong analytical skills that demonstrate the ability to problem solve and analyze complex scenarios.
• Demonstrate a high level of customer service focusing on rapport building, listening, questioning, and patience.
• Ability to read, write, and speak English sufficiently to perform job duties and interact and communicate with residents, vendors, and team members.

Benefits

Awesome Benefits for Our Team! 🚀✨

Monthly Salary: $25,000 - $35,000 MXN before taxes.

• 🎄 Christmas Bonus: 30 days, to be paid in December.
• 🩺 Major Medical Expense Insurance: Coverage up to $20,000,000.00 MXN.
• 🩹 Minor Medical Insurance: VRIM membership with special discounts on doctor’s appointments and accident reimbursements.
• 😁 Dental Insurance: Always smile with confidence!
• 💼 Life Insurance: (Death and MXN Disability)
• 🌴 Vacation Days: 12 vacation days in accordance with Federal Labor Law, with prior approval from your manager. + 📅 Floating Holidays: 3 floating holidays in addition to the 7 official holidays in Mexico.
• 📱 Cell Phone Reimbursement & Transportation Subsidy.
• 🌐 Hybrid Scheme: Enjoy the best of both worlds, remote and in-office work.
• 🌍 Multicultural Exposure: Work with operations within Mexico and United Satates.
• 🎉 MezTal Internal Events: Strike a healthy balance between your professional and personal goals.
• 💸 Exclusive Discounts: Benefits with different companies for being part of MezTal.
• 📚 Academic Agreements: Access to national universities and language schools.
• 🚀 Career Growth: We will search the best conditions for progressing in your career.