IT Technical Support Representative

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

📋 Description

• Serve as the main contact for employees located in the U.S. at a Quick Service Mexican Grill, delivering technical assistance for store equipment (POS systems, hardware, printers, scanners), network troubleshooting, and all company systems.

• Conduct remote troubleshooting utilizing diagnostic techniques and relevant inquiries.

• Record incidents and their resolutions, and update the knowledge base as necessary.

• Deliver exceptional customer service to internal team members (handling inbound voice calls and back-office offline tasks) while troubleshooting and resolving issues within established scope and procedures.

⛳️ Requirements

• 1-2 years of experience at least at Tech Level 2 within a BPO environment; IT service desk experience is advantageous.

• Strong technical skills in hardware and networking.

• Good understanding of security best practices in a regulated industry.

• Experience with network troubleshooting tools such as Prisma, Fusion, New Era, PuTTY, Switch, IP Calculator, CMC, etc., is highly preferred.

• Experience in POS troubleshooting is beneficial; ALOHA experience is a plus.

• Excellent English communication skills (both written and verbal).

🏝️ Benefits

• A fully remote working environment.

• Comprehensive training on our products and services.

• Opportunities for career development, including internal promotions.

• A supportive and expanding work culture that prioritizes diversity and inclusivity.