Technical Support Analyst

CHRISTUS Excellence and Innovation Center; Monterrey; Hybrid; MXN 240,000 - 420,000; Full time

Job summary

CHRISTUS Excellence and Innovation Center in Monterrey, Mexico seeks an IT Support Specialist to provide technical assistance to end users and maintain the organization’s technology environment. You will handle incident resolution, device provisioning, Microsoft 365 support, endpoint management, identity and access management, and asset tracking, collaborating with internal teams and external vendors.

The role requires a Bachelor’s degree and at least 1 year in customer-focused IT support, with

Qualifications

• Bachelor's degree in computer science or related field.
• 1+ year of customer-focused technical support experience in IT infrastructure.
• Experience with Microsoft Intune, Windows Autopilot, and endpoint management.
• Knowledge of networking concepts and security fundamentals.

Responsibilities

• Provide onsite and remote technical support to end users, managing incidents and service requests through resolution.
• Troubleshoot hardware, software, connectivity, operating systems, peripherals, and collaboration tools.
• Support Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, Entra ID, MFA, and SSO.
• Configure and support Windows, macOS, iOS, and Android devices using Microsoft Intune and Windows Autopilot.
• Provide first-level support for network connectivity, VPN, meeting rooms, audiovisual equipment, and related infrastructure.
• Manage IT assets, software licences, equipment assignments, warranties, and inventory records.
• Coordinate with internal teams and external vendors for escalations, repairs, procurement, and technical support.
• Maintain technical documentation and participate in system implementations, migrations, and technology improvement projects.
• Identity and access management: MFA, SSO, user provisioning, and conditional access.
• Infrastructure knowledge: Azure, Windows Server, Active Directory, DNS, and DHCP.
• Microsoft 365 experience: Exchange Online, Teams, SharePoint, OneDrive, and Entra ID.
• Strong communication and interpersonal skills.
• Strong service orientation and commitment to associate support.
• Strong analytical and problem-solving skills.

Skills

Customer-focused support

Incident resolution

Microsoft 365 support

Endpoint management

Identity and access management

Network troubleshooting

Documentation

Vendor coordination

System implementations

Education

Bachelor's degree in computer science

Tools

Microsoft Intune

Windows Autopilot

Azure

Active Directory

DNS

DHCP

Exchange Online

Teams

SharePoint

OneDrive

Entra ID

MFA

SSO

Windows Server

Job description

Provide technical support to end users and assist with the administration, operation, and maintenance of the organization’s technology environment. Responsibilities include incident resolution, device provisioning, Microsoft 365 support, endpoint management, identity and access support, asset and software license management, network troubleshooting, documentation, and coordination with internal teams and external technology vendors.

Key Responsibilities:

• Provide onsite and remote technical support to end users, managing incidents and service requests through resolution.
• Troubleshoot hardware, software, connectivity, operating systems, peripherals, and collaboration tools.
• Support Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, Entra ID, MFA, and SSO.
• Configure and support Windows, macOS, iOS, and Android devices using Microsoft Intune and Windows Autopilot.
• Provide first-level support for network connectivity, VPN, meeting rooms, audiovisual equipment, and related infrastructure.
• Manage IT assets, software licences, equipment assignments, warranties, and inventory records.
• Coordinate with internal teams and external vendors for escalations, repairs, procurement, and technical support.
• Maintain technical documentation and participate in system implementations, migrations, and technology improvement projects.
• Identity and access management: MFA, SSO, user provisioning, and conditional access.
• Infrastructure knowledge: Azure, Windows Server, Active Directory, DNS, and DHCP.
• Microsoft 365 experience: Exchange Online, Teams, SharePoint, OneDrive, and Entra ID.
• Strong communication and interpersonal skills.
• Strong service orientation and commitment to associate support.
• Strong analytical and problem-solving skills.

Requirements:

Education

• Bachelor's degree in computer science or related technology field

Experience

• 1+ years of relevant experience in a customer-focused technical support role involving IT infrastructure, end-user support, and service delivery.
• Microsoft Intune, Windows Autopilot, and endpoint management.
• Network infrastructure, VPN, and connectivity support.
• IT asset, inventory, and software licence management.
• Cybersecurity and endpoint protection solutions.
• Vendor coordination and IT project implementation.