Part time IT Support Specialist

MezTal; Región Centro; On-site; MXN 280,000 - 420,000; Full time

Benefits offered by this job

Christmas Bonus

Major Medical Expense Insurance

Dental and Visual Insurance

Life Insurance

Vacation Days

Cell Phone & Transportation Allowance

Multicultural Exposure

MezTal Internal Events

Exclusive Discounts

Academic Agreements

Job summary

MezTal is seeking a proactive IT Support Specialist to deliver technical assistance across the organization. You will manage IT assets, handle hardware, software, and network issues, and maintain processes using a ticketing system.

The role emphasizes end-user support for Microsoft 365, browser issues, and security practices, with emphasis on structured workflows and cross-team collaboration. This is an on-site IT role based in Mexico.

Qualifications

• Proven experience in IT support/help desk environments.
• Experience with ticketing systems and structured support processes.
• Basic networking knowledge including LAN/WAN and Wi‑Fi troubleshooting.
• Familiarity with identity and access tools such as Microsoft Entra and MFA.

Responsibilities

• Provide first- and second-level support for hardware, software, and network issues.
• Manage incoming tickets and ensure timely resolution and escalation when needed.
• Troubleshoot issues in a reactive, on-demand support model.
• Support collaboration tools and VPN connectivity for users.

Skills

Help Desk

Ticketing System

Windows/macOS

Microsoft 365

Network Troubleshooting

Entra/MFA

VPN Setup

Asset Management

Tools

Microsoft Entra

Intune

DialPad

Slack

SharePoint

Excel

Job description

Position Overview

We are seeking a proactive and customer-focused IT Support Specialist to join our team. This person will be responsible for providing technical support across the organization, managing IT assets, and ensuring smooth operation of hardware, software, and network systems.

The ideal candidate has experience in help desk environments, troubleshooting technical issues, and maintaining accurate IT asset inventories, while following structured support processes and ticketing systems.

Job Description: IT Support Specialist

Position Overview

We are seeking a proactive and customer-focused IT Support Specialist to join our team. This person will be responsible for providing technical support across the organization, managing IT assets, and ensuring smooth operation of hardware, software, and network systems.

The ideal candidate has experience in help desk environments, troubleshooting technical issues, and maintaining accurate IT asset inventories, while following structured support processes and ticketing systems.

Key Responsibilities

Technical Support & Troubleshooting

• Provide first- and second-level support for hardware, software, and network issues
• Manage incoming tickets and requests through the Help Desk system, ensuring timely resolution and proper escalation when necessary
• Troubleshoot and resolve technical issues in a reactive, on-demand support model
• Support call center systems, including monitoring performance, resolving user issues, and coordinating with vendors if needed
• Ensure all support requests are properly tracked; no work should be performed outside the ticketing system

End-User Applications & Collaboration Tools Support

• Provide support for Microsoft 365 applications, including:
  • Language configuration changes
  • Troubleshooting SharePoint and Excel macro errors (no configuration work)
• Assist with browser-related issues including synchronization, password recovery, plugin installation, and updates

Security, Access & Identity Management

• Support authentication tools such as YubiKey and Microsoft Entra
• Manage user access, permissions, and licenses based on requests and approvals
• Assist with enforcing secure access practices across systems and tools

VPN & Connectivity Support

• Configure and support VPN access for employees
• Manage WireGuard users and troubleshoot connectivity issues

Hardware & Software Administration

• Install, configure, and maintain computers, peripherals, and mobile devices
• Perform setup and configuration of new or reassigned equipment, including:
  • Microsoft Entra (if applicable)
  • VPN setup
  • Microsoft Intune (if applicable)
  • DialPad and Slack setup
  • Browser configuration (favorites, extensions)
• Support software deployment, updates, and patching
• Ensure systems operate efficiently and securely with minimal downtime

Asset Tracking & Inventory Management

• Maintain an up-to‑date inventory of IT equipment, licenses, and software
• Track asset assignments and ensure accurate documentation
• Manage the full lifecycle of IT assets from procurement to disposal

Documentation & Reporting

• Create and maintain user guides, FAQs, and internal documentation
• Track and report Help Desk metrics, ticket resolution times, and system performance
• Support audits and compliance requirements related to IT systems and security

Collaboration & Support Process Ownership

• Collaborate with cross‑functional teams to support business operations and projects
• Train employees on basic troubleshooting and IT best practices
• Promote a structured Help Desk culture with clear processes and accountability
• Ensure visibility and tracking of all IT activities through proper systems and tools

IT Procurement & Cost Analysis

• Research and evaluate potential vendors and suppliers for IT equipment, hardware, software, and related services
• Prepare and present cost comparisons, including pricing, specifications, warranties, delivery timelines, and overall value
• Provide recommendations based on cost‑effectiveness, quality, compatibility, and business needs
• Coordinate the purchasing process with management and approved vendors, ensuring proper documentation and budget alignment
• Maintain accurate records of purchases, vendor information, warranties, and equipment costs
• Identify opportunities to optimize IT expenses while maintaining quality and operational efficiency

Requirements

• Proven experience in IT support, help desk, or technical support environments
• Strong knowledge of hardware troubleshooting (PCs, laptops) and software support (Windows, macOS, Microsoft 365, cloud applications)
• Experience working with ticketing systems and structured support processes
• Basic knowledge of networking (LAN/WAN, Wi‑Fi troubleshooting, VPNs)
• Familiarity with identity and access tools (e.g., Microsoft Entra, MFA tools)
• Excellent communication and problem‑solving skills
• Highly organized, detail‑oriented, and able to manage multiple priorities

Preferred

• Experience supporting collaboration tools (Slack, DialPad, Microsoft 365)
• Knowledge of IT security practices and access management
• Experience in asset management and IT inventory systems
• Certifications such as CompTIA A+, ITIL, or Microsoft Certified IT Specialist (a plus)
• Bilingual (Spanish/English) for international support environments

Benefits

• Christmas Bonus: 30 days, to be paid in December
• Major Medical Expense Insurance: Coverage up to $25,000,000.00 MXN
• Dental and Visual Insurance: Always smile and see with confidence!
• Life Insurance: (Death and MXN Disability)
• Vacation Days: 12 vacation days in accordance with Federal Labor Law
• Cell Phone & Transportation Allowance: Employees receive a monthly total gross allowance of MXN $1,836, paid through payroll under the combined transportation and cell phone concepts
• Multicultural Exposure: Work with operations within Mexico and the United States
• MezTal Internal Events: Strike a healthy balance between your professional and personal goals
• Exclusive Discounts: Benefits with different companies for being part of MezTal
• Academic Agreements: Access to national universities and language schools