IT Support Specialist

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Offer daily technical assistance for Oportun’s Contact Center and remote employees, encompassing desktops, VDI environments, headsets, and IP telephony systems.

• Diagnose and resolve issues associated with Five9, VDI technologies, VPN, and network connectivity that affect both in-office and remote user productivity.

• Facilitate the onboarding and offboarding processes for staff, including device configuration, software installation, and account provisioning through Okta, Microsoft 365, and Active Directory.

• Oversee and resolve incidents using ServiceNow, ensuring prompt follow-up and clear communication with end users and IT partners.

• Support the deployment of new hardware and software in Contact Center and remote settings.

• Monitor and evaluate recurring issues to uncover opportunities for process or technology enhancements.

• Maintain an accurate inventory of IT equipment, peripherals, and licenses; assist with audits and asset management activities.

• Collaborate with network, telephony, and infrastructure teams to aid in technology upgrades, endpoint optimization, and system reliability.

• Provide exceptional customer service, ensuring all interactions are professional, empathetic, and solution-oriented.

• Record technical solutions and contribute to team knowledge bases for ongoing improvement.

⛳️ Requirements

• 1–2 years of experience in IT support, help desk, or technical operations, catering to both Contact Center and remote workforce environments.

• Proficient knowledge of Windows, macOS, and VDI environments.

• Familiarity with Five9, IP telephony, or similar call center systems.

• Basic understanding of network connectivity, VPN, and troubleshooting methods.

• Experience with Active Directory, Okta, Microsoft 365, and ServiceNow.

• Strong organizational, analytical, and problem-solving abilities.

• Excellent verbal and written communication skills in both Spanish and English (B1–B2 level or higher).

• Outstanding teamwork and customer service mindset.

• Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience.

🏝️ Benefits

• Competitive salary

• Health insurance

• Professional development opportunities

• Flexible work hours

• Paid time off