IT Support Engineer Specialist

 📍 Location: León
🕒 Schedule: Monday to Friday 8:00 - 17:00 

🌐 English Level: B2 Intermediate

💵 Salary: $24,500 MXN / month
🎁 Additional Benefits:

• $1,000 MXN grocery vouchers

• $500 MXN punctuality bonus

• 4% of savings fund 

The IT Support Engineer Specialist serves as the primary IT point of contact for the Leon office, providing comprehensive technical support to all users. This role focuses on resolving Level 1 and 2 technical issues, including network troubleshooting, hardware and software support, and escalating Level 3 problems efficiently. The ideal candidate is a goal-oriented problem solver with strong network skills and a commitment to delivering excellent customer service.

Key responsibilities:
• Install, configure, and maintain computer hardware, software, systems, printers, peripherals, and network devices (routers, switches, etc.).
• Monitor and maintain computer systems and network infrastructure, proactively identifying and resolving potential issues.
• Respond promptly and professionally to service requests and incidents, adhering to established SLAs.
• Provide technical support to end-users across all business units, troubleshooting hardware, software, and network connectivity problems.
• Set up and manage user accounts and access permissions.
• Diagnose and resolve network connectivity issues, including LAN/WAN, Wi-Fi, and VPN problems.
• Repair or replace computer equipment and network components as needed.
• Test and evaluate new technologies and software.
• Maintain accurate inventory records of all IT equipment and resources.
• Escalate complex technical issues (Level 3) to appropriate support teams, providing detailed information and documentation.
• Collaborate with other IT teams to ensure seamless service delivery.
• Contribute to the development and maintenance of IT documentation and knowledge base articles.
• Proactively identify opportunities for process improvement and efficiency gains.

Main job requirements
• English level
• Education: A formal degree in Computer Science, Computing,
Engineering, or a related field is Preferred, but equivalent practical experience will be considered.
• Experience: Proven experience in a similar IT support role, with a strong focus on networking.

Technical skills or software:
• Solid understanding of networking concepts and protocols (TCP/IP, DNS, DHCP, VPN, etc.).
• Proficiency in troubleshooting network connectivity issues.
• Experience with configuring and managing network devices (routers, switches, firewalls).
• Strong knowledge of Windows and/or macOS operating systems.
• Familiarity with common software applications (e.g., Microsoft Office Suite).
• Experience with hardware troubleshooting and repair.
• Excellent problem-solving and analytical skills.

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