**_Puebla_**_, _**_Mexico_**_ _**
**General Accountabilities**:
- **Onboarding and Offboarding**:
- ** Coordinate Onboarding**: Assist with the logistics of new employee onboarding, including scheduling and preparing materials.
- ** Support New Hires**: Assist with onboarding activities, providing guidance and technical support to new hires throughout the process.
- ** Offboarding Support**: Assist with offboarding processes, including account deactivation, equipment retrieval, etc.
- ** Technical Support**:
- ** Tier 2 Support**: Handle technical escalations and more advanced inquiries beyond the skills of Level 1 support.
- ** Issue Resolution**: Troubleshoot hardware and software issues, providing timely solutions to end-users.
- ** Documentation**: Maintain accurate records of support requests, resolutions, and knowledge base articles.
- ** Collaboration**: Work closely with Level 1 support and other IT teams to resolve complex issues.
- ** Customer Service**:
- ** Excellent Communication**: Communicate effectively with end-users, explaining technical concepts in a user-friendly manner.
- ** Customer Satisfaction**: Ensure a positive customer experience by resolving issues promptly and professionally.
- ** Empathy**: Show empathy and patience when assisting users with technical challenges.
- ** Compliance and Security**:
- ** Adhere to Policies**: Ensure compliance with company policies, security protocols, and industry best practices.
- ** Security Awareness**: Educate end-users on security practices and help prevent security breaches.
- ** Data Protection**: Safeguard sensitive information during onboarding and offboarding processes.
**Job Qualifications**:
**Education**:




- Bachelor's in Computer Science or a related field.
- ITSM foundation training is required.
**Technical Skills**:
- Minimum of 6 months in a help desk or technical support role.
- Troubleshooting skills and knowledge.
- Proficiency in Windows and macOS environments.
- Familiarity with Active Directory, Exchange, and Office 365.
- Basic networking knowledge (TCP/IP, DNS, DHCP).
- Certifications: Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.
**Professional Skills**
- Fluent English language skills required: verbal and written communication.
- Effective communication and problem-solving skills.
- Able to write technical work instructions to add value to the teams’ operations.
- Experience working with multicultural teams and customers.
- Self-motivated and disciplined.
- Strong investigative and analysis skills.
- Customer-focused: Strong customer service orientation and problem-solving skills.
- Team Player: Collaborative mindset and ability to work well within a team.
**Benefits**:
Medical, Dental and Life Insurance. Savings Fund, Vacations Bonus, Christmas Bonus, Grocery Bonus, Annual Bonus.
**PTOs**:
Vacation and Holiday.
***Save on commute**:
Paid office parking.
***Discount Programs**:
Medical-related discounts.
**Prime location**:
In the heart of Puebla, with views of Popocatepetl volcano, restaurants, and amenities close by.
**Sponsored Events**:
Team social events and Christmas Dinner.
**Sport Activity**:
Join your colleagues in various sports activities in the area.
**Eat & Drink**:
Enjoy a kitchen stocked with drinks, coffee, and snacks.

📌 Technical Specialist (Heroica Puebla de Zaragoza)
🏢 Exactlyit
📍 Heroica Puebla de Zaragoza