IT Support SpecialistJob Description: The IT Support Specialist is an on‑site Tier 1 / Tier 1.5 support role responsible for delivering hands‑on, user‑focused technical support to office staff. This position goes beyond ticket intake and focuses on active problem solving, real‑time user assistance, and end‑to‑end resolution whenever possible. The role supports desktops, Microsoft 365 applications, SaaS systems, user access, and basic network connectivity, ensuring users are fully operational before escalating to Tier 2 or third‑party vendors when needed. All work is logged and tracked through the company’s IT service management system.
ResponsibilitiesEnd User Support & TroubleshootingProvide hands on technical support for end users via phone, screen sharing, and in person assistance.Diagnose, troubleshoot, and resolve issues related to desktop applications, SaaS platforms, and Microsoft 365 tools, exhausting troubleshooting options before escalation.Support users in a high interrupt environment,
requiring frequent follow ups and proactive communication.Ensure users clearly understand the issue, the resolution, and what is being actively worked on.Incident & Ticket ManagementLog, prioritize, track, and resolve incidents and service requests using FreshService/FreshDesk or a similar ticketing system.Actively own tickets from start to resolution, including follow up and chasing input when required.Focus on problem resolution rather than ticket volume, with escalation to Tier 2 only after thorough troubleshooting.Systems, Devices & ApplicationsInstall, configure, maintain, and inventory workstations, peripherals, and desktop applications.Support core Microsoft 365 tools, including:OutlookExcelWordPowerPointMicrosoft TeamsOneDriveSupport access to SaaS applications, including troubleshooting login and usage issues.Identity, Access & Security SupportAssist users with Azure AD / Entra ID activities, including:Password resetsMFA enrollment and troubleshootingUser and group
📌 Bilingual IT Support Specialist (México)
🏢 Distro
📍 México