We are seeking a highly skilled Senior IT Support Technician to join our team at Meztal. This role demands a deep understanding of IT infrastructure and advanced troubleshooting skills to support a range of technologies including desktops, laptops, peripherals, telecommunications, hardware, software, and network connectivity. As a key escalation point for complex technical issues, you will provide tier 2 and tier 3 support, ensuring optimal performance of technology resources and mentoring junior team members. This is a critical role requiring both hands-on expertise and strategic problem-solving to maintain high service levels and proactively optimize IT operations.
Key Responsibilities:
- Escalation Lead: Act as the primary point of escalation for complex, unresolved technical issues raised by junior technicians or end-users, providing expert guidance via phone, email, instant messaging, or the IT ticketing system.
- Advanced Troubleshooting: Perform in-depth analysis and troubleshooting across diverse environments, including desktop, server, and network systems, to ensure quick and effective issue resolution.
- Service Level Management: Collaborate with system administrators and specialized technicians to resolve escalated issues while adhering to Service Level Agreements (SLAs), ensuring minimal disruption to business operations.
- Testing & Validation: Conduct thorough testing of solutions to verify complete resolution of issues, documenting all steps taken for future reference and knowledge sharing.
- IT Infrastructure Support: Provide expert support for audio, video, and web conferencing systems, ensuring seamless operation during important events and meetings.
- User Administration & Security: Manage user accounts and access controls, ensuring compliance with company security policies and protocols.
- Proactive Monitoring & Optimization: Analyze patterns in recurring incidents, generating insights and recommendations for process improvement, technology upgrades, and better utilization of IT resources.
- Project Participation: Assist in the planning, testing, and implementation of new IT initiatives, system upgrades, and hardware rollouts, ensuring clear communication and minimal disruption for end-users.
- Compliance & Reporting: Ensure strict adherence to internal policies, industry standards, and relevant laws. Report any incidents involving unauthorized access, software misuse, or other security concerns.
- Emergency Support: Be available for after-hours technical support during critical outages or emergency situations, contributing to the company's disaster recovery plans.
Requirements
Qualifications:
- Education: Bachelor’s Degree in Information Technology, Computer Science, or related fields. Equivalent experience may be considered.
- Experience: Minimum 4-6 years in a senior IT support or tier 2/3 support role, with proven experience in handling complex technical problems and delivering high-quality solutions.
- Technical Proficiency: Advanced knowledge in:
- Desktop support (Windows/Mac/Linux)
- Networking fundamentals (TCP/IP, DNS, VPN, etc.)
- Hardware troubleshooting (PCs, peripherals, servers)
- Virtualization technologies (VMware, Hyper-V)
- Telecommunication systems (VoIP, Video Conferencing)
- Problem-Solving Skills: Demonstrated ability to resolve complex technical issues efficiently, with a focus on critical thinking and strategic solutions.
- Customer Service Orientation: Excellent interpersonal skills with a commitment to providing high-quality service, building rapport with users, and maintaining patience under pressure.
- Communication: Strong verbal and written communication skills in English, capable of conveying technical information clearly to both technical and non-technical audiences.
- Certifications (Preferred): CompTIA Network+, CompTIA Security+, Microsoft Certified: Modern Desktop Administrator, ITIL Foundation.
Additional Requirements:
- Ability and willingness to work in a hybrid environment based in Guadalajara.
- Flexibility to support 24x7x365 operations, including availability for after-hours work during critical periods or emergencies.
- Strong project management and organizational skills, capable of managing multiple tasks simultaneously.
Benefits
Awesome Benefits for Our Team! 🚀✨
- 🎄 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.
- 🚀 Career Growth: We will search the best conditions for progressing in your career.
