IT Support Specialist
AlertMediaMexico City, Mexico
Full Time
Posted February 20, 2026
Not Specified
Remote
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Job Description
The IT Support Specialist provides technical assistance to employees by diagnosing, repairing, and maintaining computer hardware, software, and network systems, ensuring smooth and efficient technology operations within a fast-paced environment.
Key Responsibilities
- Provide first-level support for end users' technology issues via calls, tickets, and messages
- Diagnose, repair, maintain, and upgrade Windows and Mac computers, servers, phones, and software applications
- Guide users through troubleshooting and problem-solving processes
- Install, configure, and assist with onboarding of laptops and peripheral equipment
- Support and troubleshoot printers, VPN, WiFi, and VOIP phone systems
- Assist with account-related tasks such as password resets and multifactor authentication
- Maintain accurate inventory records of technology equipment
- Ensure hardware and software are up to date and compliant
- Document technical procedures, solutions, and best practices
- Escalate complex issues to higher-level IT staff or vendors
Requirements
- 1 to 3 years of experience in a technology support role
- Excellent troubleshooting skills
- Experience with Windows 10 and Windows 11 operating systems
- Experience with Mac OS operating system
- Experience with Microsoft Entra and Exchange
- Basic understanding of TCP IP protocol and basic network troubleshooting skills
- Ability to provide first level support of end users technology related issues in a prompt, courteous manner
- Ability to respond to incoming calls, tickets, and Slack messages regarding computer or equipment problems, and software issues
- Ability to guide users through problem solving processes using clear communication
- Ability to train and educate users on basic software and hardware functionality
- Ability to install and configure laptops and peripheral equipment according to standards and guidelines
- Ability to remotely assist with onboarding new users globally
- Ability to assist with password resets, multifactor resets, and other account-related tasks
- Ability to provide support for printers, including installation, configuration, and resolving printing issues
- Ability to help maintain accurate inventory records of all technology equipment
- Ability to maintain hardware and software compliance by helping to ensure all hardware and software is kept up to date
- Ability to support and maintain VOIP phone systems and softphone applications
- Ability to resolve connectivity issues with VPN and WiFi
- Ability to document technical procedures, solutions, and best practices for future reference
- Willingness to escalate complex issues to higher-level IT staff or vendors as needed
- Patience, empathy, and kindness while working with frustrated users
- Outstanding communication skills and ability to effectively work cross-functionally
- Must be able to lift and move IT equipment as needed
Benefits & Perks
Competitive base salary plus an annual company bonus
100% employer-paid medical, dental, and vision coverage
Parental leave program and Christmas bonus
Aguinaldo
Generous vacation and holiday policy
Monthly work-from-home stipend and all necessary equipment provided (laptop, monitor, accessories)
Recognition rewards that celebrate wins big and small
Language immersion programs with teammates across the globe (English, Spanish, and more)
Continuous learning and career growth, including mentorship, tech talks, and personalized 1-on-1 development sessions
Ready to Apply?
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