IT Support Technician L2

Position Overview

We are seeking a proactive and customer-focused IT Support Specialist to join our team. This person will be responsible for providing technical support across the organization, managing IT assets, and ensuring smooth operation of hardware, software, and network systems. The ideal candidate has experience leading call center support, troubleshooting technical issues, and maintaining accurate IT asset inventories.

Key Responsibilities

Technical Support & Troubleshooting

● Provide first- and second-level support for hardware, software, and network issues.

● Manage incoming tickets and requests, ensuring timely resolution and escalation when necessary.

● Support call center systems, including monitoring performance, resolving user issues, and coordinating with vendors if needed.

Hardware & Software Administration

● Install, configure, and maintain computers, peripherals, and mobile devices.

● Support the deployment, updates, and patching of software applications.

● Ensure all systems are running efficiently and securely, with minimal downtime.

Asset Tracking & Inventory Management

● Maintain an up-to-date inventory of all IT equipment, licenses, and software.

● Track asset assignments to employees and departments, ensuring accurate documentation.

● Manage the lifecycle of IT assets, from procurement to disposal.

Documentation & Reporting

● Create and maintain user guides, FAQs, and internal documentation for recurring issues.

● Provide regular reports on ticket metrics, asset utilization, and system health.

● Support audits and compliance requirements related to IT systems and security.

Collaboration & Leadership

● Coordinate with cross-functional teams to ensure seamless IT support for projects and business operations.

● Train and mentor users on basic troubleshooting and IT best practices.

● Provide leadership in call center IT support processes, ensuring efficiency and a customer-first approach.

Requirements

• Proven experience in IT support, help desk, or technical call center environment.
• Strong knowledge of hardware troubleshooting (PCs, laptops) and software support (Windows, macOS, Office 365, cloud applications, etc.).
• Familiarity with ticketing systems.
• Experience with asset tracking systems and maintaining IT inventory.
• Basic knowledge of networking (LAN/WAN, Wi-Fi troubleshooting, VPNs).
• Excellent communication and problem-solving skills, with the ability to explain technical concepts to non-technical users.
• Highly organized, detail-oriented, and able to prioritize multiple tasks.
• Preferred
• Google certified applicants.
• Experience managing or leading a support/call center team.
• Knowledge of IT security practices and compliance frameworks.
• Certifications such as CompTIA A+, ITIL, or Microsoft Certified IT Specialist (a plus).
• Bilingual (Spanish/English) for international support environments.

Benefits

• Christmas Bonus: 30 days, to be paid in December.

• Major Medical Expense Insurance: Coverage up to $20,000,000.00 MXN.
• Minor Medical Insurance: VRIM membership with special discounts on doctor’s appointments and accident reimbursements.
• Dental Insurance: Always smile with confidence!
• Life Insurance: (Death and MXN Disability)
• Vacation Days: 12 vacation days in accordance with Federal Labor Law, with prior approval from your manager. + 📅 Floating Holidays: 3 floating holidays in addition to the 7 official holidays in Mexico.
• Cell Phone Reimbursement & Transportation Subsidy.
• Hybrid Scheme: Enjoy the best of both worlds, remote and in-office work. Multicultural Exposure: Work with operations within Mexico and United Satates.
• MezTal Internal Events: Strike a healthy balance between your professional and personal goals.
• Exclusive Discounts: Benefits with different companies for being part of MezTal.
• Academic Agreements: Access to national universities and language schools.