IT Support Specialist - Mexico City (On-Site)

We are seeking a skilled and service-oriented IT Support Specialist to join our on-site team in Mexico City. This position supports end-users in a contact center environment and requires hands-on technical expertise with Windows systems, Okta, Office365, and hardware support. The ideal candidate is a proactive problem-solver who thrives in a fast-paced setting, enjoys working face-to-face with users, and has the ability to guide and support both common and escalated IT issues.

Duties and Responsibilities:

End-User Support & Troubleshooting

• Provide intermediate-level support for Windows desktops/laptops including hardware, software, and peripheral issues.
• Perform user account administration: new hire setups, terminations, password resets, and account unlocks using Active Directory and Okta.
• Troubleshoot and support issues across multiple areas: PCs, laptops, printers, monitors, TVs on the production floor, Wi-Fi, and VoIP phones.
• Simulate and recreate user issues to better understand and resolve recurring or complex technical problems.
• Support Office365 and Exchange Online environments, including mailbox setup and client troubleshooting.

Infrastructure & Systems Coordination

• Collaborate with Network Services, Server Administration, and Security teams to resolve infrastructure-level problems.
• Provide support for VoIP platforms, especially Five9, including basic routing issues and user profile setups.
• Monitor and track system outages and help desk tickets, ensuring timely escalation and resolution.
• Maintain System Utilization Reports and collaborate with stakeholders to review performance and outage trends.
• Process requests for Installs, Adds, Moves, and Changes (IMAC) and ensure service levels and compliance standards are met.
• Update and manage the Help Desk knowledge base, ensuring accuracy and usability for the wider support team.

Team Collaboration & Documentation

• Act as a go-to escalation point for complex incidents that require deeper investigation.
• Provide training and support to junior IT technicians or floor support agents as needed.
• Assist in maintaining IT procedural documentation and ensuring team alignment with best practices and standards.

Security & Compliance Support (Entry-Level Security Analyst Tasks)

• Monitor and triage security alerts from endpoint protection/EDR and access systems, escalating per documented playbooks and SLAs.
• Review Active Directory and Okta authentication activity (e.g., repeated failed logins, suspicious geolocation, MFA issues) and document findings in tickets.
• Support the phishing reporting process by analyzing user-reported emails, coordinating blocking actions (sender/domain/URL), and providing user guidance.
• Assist with endpoint security hygiene: verify antivirus/EDR agent health, encryption status, and security baseline compliance on Windows workstations and laptops.
• Coordinate vulnerability and patch management tasks by tracking scan results, validating remediation, and partnering with IT teams to close findings.
• Collect and preserve basic incident evidence (logs, screenshots, system details) for escalations to the Security team; maintain clear incident documentation and timelines.
• Support periodic user access reviews by validating least-privilege group membership, documenting approvals, and helping remediate access discrepancies.
• Maintain accurate asset and inventory records (devices, owners, locations) to support security investigations and audit readiness.
• Contribute to security awareness efforts by reinforcing safe computing practices during support interactions and assisting with training rollouts.
• Desired: Basic scripting capabilities (PowerShell, Python, and/or Bash) to automate repetitive tasks, parse logs, and generate simple security/IT reports.

Requirements:
• 2+ years of experience in Help Desk or IT Support roles, ideally in a contact center environment.
• Associate's or Bachelor's Degree in IT or a related field, or equivalent certifications and experience.
• Certifications such as CompTIA A+, Microsoft Desktop Support; (optional but preferred: Network+, Security+, CCNA, Server+, eJPT).
• Experience with Windows Server, Active Directory, and user account administration.
• Strong knowledge of Office365, Exchange Online, VoIP systems (especially Five9), and Okta for access management.
• Solid troubleshooting experience in networked environments, especially with AD-integrated systems.
• Strong interpersonal, written, and verbal communication skills in both Spanish and English (bilingual required).
• Ability to work independently and as part of a collaborative on-site IT support team.

Desired Attributes:
• Customer-focused with excellent problem-solving skills.
• Ability to manage multiple priorities in a high-paced, hands-on environment.
• Comfortable working on the production floor and responding quickly to user needs.
• Highly organized and documentation-oriented, with a drive to continuously improve support practices.

Benefits:
• Medical Insurance provided after three months of employment with the company.
• Competitive Salary
• Fun work environment
• Growth Opportunities

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