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.

• 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+).
• 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.

• Competitive Salary
• Fun work environment
• Growth Opportunities