experis méxico company
We are looking a L2 Support - 100% remote-CST time zone
Responsibilities:
· Troubleshoot to resolution Windows 10, Windows 11, macOS, Microsoft 365, and other internal application software issues as assigned.
· Image, configure, upgrade, and repair desktops and laptops and peripherals from leading vendors such as Dell and/or Lenovo.
· Perform daily walkthrough and issue resolution with Zoom-Enabled Rooms
· Remote user support with focus on Latin American locations (Brazil, Colombia, Mexico, Chile, Peru, etc.)
· Complete desktop and telecom-related projects as assigned (e.g., software or hardware deployments, office moves, IT license, etc.).
· Help troubleshoot and work with telecom engineers to resolve end-user telecom issues
· Provide outstanding customer service
· Build and maintain IT knowledge base by creating knowledge management articles and execute as documented
· Support IBX / Offices Expansions and Integrations
· Ordering and installing new equipment
· Resolve incidents, events and requests within the SLAs defined and escalate them when required to the proper team
· Partner with sr staff to test pre-mass deployment software packages identifying issues and escalating to sr staff.
· Provide training and documentation to Tier 1 team.
Qualifications:
· Extensive knowledge of Windows 10, Windows 11 and Microsoft 365
Support knowledge and experience with hardware from Dell, Lenovo and Apple
· Understanding of system administration, basic networking, and VoIP concepts
· 1 - 3 years’ experience working in a fast-paced and dynamic but VERY customer-focused IT Helpdesk environment
· Bachelor’s degree in Computer Science or MIS or equivalent work experience
· Desired technical experience and knowledge
o Microsoft Intune and SCCM
o JAMF MDM
o Active Directory administration
o Microsoft 365 Certified: Modern Desktop Administrator Associate
o Citrix VDI Support and troubleshooting.
o MAC OS support
o Autopilot imaging knowledge
· Required Intermediate English level writing, speaking and listening
· Detail-oriented, deadline, and results-driven
· Excellent written and verbal communication skills
· Strong customer service background
We offer:
*30,000mxn-40,000mxn gross per month
*Law Benefits
*100% remote
*Life insurance
*Manpower benefits
