IT Support Specialist

HQ Platinum; Monterrey; Presencial; MXN 435.236 - 696.378; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

100% remote work

Collaborative work environment

Descripción de la vacante

HQ Platinum is seeking a qualified candidate for a technical support role based in Monterrey, Nuevo León, offering a competitive salary and 100% remote work. Responsibilities include resolving user requests, monitoring inventory, and maintaining technical documentation. Required qualifications include a Bachelor's degree in a related field and 2–4 years of relevant experience in technical support. Ideal candidates should possess strong communication skills and proficiency with Okta and Jira Service Management.

Formación

• Minimum of 2–4 years of experience in hardware and software technical support.
• Proficiency in troubleshooting hardware and software issues.
• Strong communication and customer service orientation.

Responsabilidades

• Resolve user requests and incidents via tickets, email, and phone.
• Monitor and maintain hardware and software inventory.
• Create and maintain technical documentation for user support.
• Participate in IT projects and training on corporate tools.

Conocimientos

Technical support experience

Windows and/or Linux system administration

Microsoft 365 support

Okta administration

Jira Service Management proficiency

Educación

Bachelor's degree in Systems Engineering, Information Technology, or related field

Descripción del empleo

Requirements

• Bachelor's degree in Systems Engineering, Information Technology, Computer Science, or a related field.
• Minimum of 2–4 years of experience in hardware and software technical support.
• Knowledge of Windows and/or Linux system administration, Microsoft 365 support, and Active Directory account management.
• Demonstrated ability to troubleshoot hardware and software issues using Zoom, Slack, and remote desktop tools.
• Identity & Access (Okta): Proficiency in Okta administration, with primary tasks including password resets, troubleshooting Multi‑Factor Authentication (MFA), and user lifecycle management.
• Proficiency in Jira Service Management (JSM); high ticket hygiene and SLA management are essential.
• Effective communication, customer service orientation, and ability to document technical procedures.

Main Responsibilities

• Resolve user requests and incidents via tickets, email, and phone, ensuring agreed‑upon response times.
• Monitor and maintain hardware and software inventory, log changes, and manage licensing.
• Create and maintain technical documentation: user guides, support procedures, and incident logs.
• Participate in IT projects: software deployments, migrations, new site installations, and infrastructure upgrades.
• Provide basic user training on corporate tools and cybersecurity best practices.

Candidate Profile

• Soft Skills: Strong self‑starter with excellent written communication skills. Must be able to work in real‑time to ensure no knowledge loss during this temporary assignment.
• Reliability: Must have a stable, high‑speed home internet connection and a secure workspace.

We Offer

• Competitive salary
• 100% remote work
• Collaborative and stable work environment.