Technical Support Specialist

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

📋 Description

• Deliver remote Tier 1 and Tier 2 assistance to users in various locations throughout the Americas, addressing hardware, software, network, and access challenges.

• Oversee the complete lifecycle of NUC computers and other devices, which includes provisioning, configuration, updates, troubleshooting, and decommissioning.

• Administer user accounts, groups, and permissions within Active Directory and associated systems.

• Establish and revoke access, devices, and accounts for new and departing team members.

• Facilitate VPN access and troubleshoot connectivity problems for remote users and office locations.

• Assist with hardware upgrades and configurations, including routers, firewalls, and switches, adhering to infrastructure standards.

• Implement patches, sustain endpoint security, and enforce MFA along with other security protocols.

• Keep precise records of hardware, software licenses, and device allocations.

• Maintain tickets, runbooks, and troubleshooting documentation.

• Elevate issues that necessitate further investigation to the DevOps Engineer, providing complete context.

⛳️ Requirements

• 3–5 years of experience in IT or technical support, including direct engagement with end-user devices and accounts.

• Strong background in supporting Windows environments and managing users and permissions in Active Directory.

• Proficiency in provisioning, imaging, and troubleshooting desktops, laptops, or small form-factor PCs.

• Fundamental understanding of networking concepts (DNS, DHCP, VPN, Wi-Fi) and basic configuration skills for routers, firewalls, and switches.

• Knowledge of patch management, endpoint protection, MFA, and best practices for access control.

• Experience utilizing a ticketing system and creating clear technical documentation.

• Basic skills in PowerShell or Bash for automating repetitive tasks (preferred).

• Proficient in spoken and written English (B2 or higher) and fluent in Spanish.

• Patient and articulate communicator capable of guiding non-technical users through solutions remotely.

• Located in Mexico and willing to support teams across various time zones in the Americas.

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for professional growth and development.

• Flexible working arrangements, including remote work options.

• Collaborative and inclusive work environment.