Technical Resource Center Analyst

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

📋 Description

• Address and resolve technical support inquiries received through phone, email, and ticketing systems.

• Offer initial diagnosis and troubleshooting for issues related to hardware, software, networks, and applications.

• Refer complex or unresolved problems to the appropriate senior technical personnel or specialized support teams.

• Record support interactions, solutions, and troubleshooting procedures in the IT service management system.

• Assist with user account administration, password resets, and access management.

• Provide fundamental guidance and training to users on common software applications and IT processes.

• Monitor IT systems and infrastructure for potential issues and proactively address them when feasible.

• Contribute to the creation and updating of technical documentation and knowledge base articles.

• Comply with IT policies, procedures, and security best practices.

⛳️ Requirements

• High school diploma or equivalent is mandatory.

• An Associate's or Bachelor's degree in Information Technology, Computer Science, or a related discipline is preferred.

• 1-2 years of experience in a technical support or help desk capacity.

• Strong knowledge of Windows operating systems and the Microsoft Office Suite.

• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).

• Familiarity with IT service management tools such as ServiceNow and Jira Service Desk.

• Experience with computing, enterprise servers, data center infrastructure, and virtual machines.

• Exceptional problem-solving and analytical abilities.

• Excellent verbal and written communication skills, capable of conveying technical concepts to non-technical users effectively.

• Customer-oriented mindset with a dedication to delivering high-quality service.

• Ability to work independently as well as collaboratively within a team in a fast-paced environment.

• CompTIA A+, ITIL Foundation, or equivalent certifications are advantageous.

• Training or certifications in AWS, Azure, or GCP are a plus.

🏝️ Benefits

• Comprehensive industry-leading benefits, support, and services that promote holistic health and wellbeing.

• Flexible arrangements tailored to your needs (dependent on role and location).

• Autonomy, freedom, and a sense of ownership.

• An inclusive culture founded on mutual respect and merit-based systems.

• Commitment to equal opportunity employment.

• Reasonable accommodations provided throughout the recruitment process.