We are seeking a skilled and service-oriented IT Support Specialist to join our on-site team in Mexico City. This position supports end-users in a contact center environment and requires hands-on technical expertise with Windows systems, Okta, Office365, and hardware support. The idóneo candidate is a proactive problem-solver who thrives in a fast-paced setting, enjoys working face-to-face with users, and has the ability to guide and support both common and escalated IT issues.
Duties and Responsibilities:
End-User Support & Troubleshooting
Provide intermediate-level support for Windows desktops/laptops including hardware, software, and peripheral issues.
Perform user account administration: new hire setups, terminations, password resets, and account unlocks using Active Directory and Okta.
Troubleshoot and support issues across multiple areas: PCs, laptops, printers, monitors, TVs on the production floor, Wi-Fi, and VoIP phones.
Simulate and recreate user issues to better understand and resolve recurring or complex technical problems.
Support Office365 and Exchange Online environments, including mailbox setup and client troubleshooting.
Infrastructure & Systems Coordination
Collaborate with Network Services, Server Administration, and Security teams to resolve infrastructure-level problems.
Provide support for VoIP platforms, especially Five9, including basic routing issues and user profile setups.
Monitor and track system outages and help desk tickets, ensuring timely escalation and resolution.
Maintain System Utilization Reports and collaborate with stakeholders to review performance and outage trends.
Process requests for Installs, Adds, Moves, and Changes (IMAC)



and ensure service levels and compliance standards are met.
Update and manage the Help Desk knowledge base, ensuring accuracy and usability for the wider support team.
Team Collaboration & Documentation
Act as a go-to escalation point for complex incidents that require deeper investigation.
Provide training and support to junior IT technicians or floor support agents as needed.
Assist in maintaining IT procedural documentation and ensuring team alignment with best practices and standards.
2+ years of experience in Help Desk or IT Support roles, ideally in a contact center environment.
Associate's or Bachelor's Degree in IT or a related field, or equivalent certifications and experience.
Certifications such as CompTIA A+, Microsoft Desktop Support; (optional but preferred: Network+, Security+, CCNA, Server+).
Experience with Windows Server, Active Directory, and user account administration.
Strong knowledge of Office365, Exchange Online, VoIP systems (especially Five9), and Okta for access management.
Solid troubleshooting experience in networked environments, especially with AD-integrated systems.
Strong interpersonal, written, and verbal communication skills in both Spanish and English (bilingual required).
Ability to work independently and as part of a collaborative on-site IT support team.
Desired Attributes:
Customer-focused with excellent problem-solving skills.
Ability to manage multiple priorities in a high-paced, hands-on environment.
Comfortable working on the production floor and responding quickly to user needs.
Highly organized and documentation-oriented, with a drive to continuously improve support practices.
Competitive Salary
Fun work environment
Growth Opportunities

📌 It Support Specialist - Mexico City (On-Site) (Xico)
🏢 One Park Financial
📍 Xico