IT Support Technician L2

Position Overview

The ideal candidate has experience leading call center support, troubleshooting technical issues, and maintaining accurate IT asset inventories.

Key Responsibilities

• Provide first- and second-level support for hardware, software, and network issues.
• Manage incoming tickets and requests, ensuring timely resolution and escalation when necessary.
• Support call center systems, including monitoring performance, resolving user issues, and coordinating with vendors if needed.

• Install, configure, and maintain computers, peripherals, and mobile devices.
• Support the deployment, updates, and patching of software applications.
• Ensure all systems are running efficiently and securely, with minimal downtime.

• Maintain an up-to-date inventory of all IT equipment, licenses, and software.
• Track asset assignments to employees and departments, ensuring accurate documentation.
• Manage the lifecycle of IT assets, from procurement to disposal.

• Create and maintain user guides, FAQs, and internal documentation for recurring issues.
• Provide regular reports on ticket metrics, asset utilization, and system health.
• Support audits and compliance requirements related to IT systems and security.

• Coordinate with cross-functional teams to ensure seamless IT support for projects and business operations.
• Train and mentor users on basic troubleshooting and IT best practices.
• Provide leadership in call center IT support processes, ensuring efficiency and a customer-first approach.

• Proven experience in IT support, help desk, or technical call center environment.
• Strong knowledge of hardware troubleshooting (PCs, laptops) and software support (Windows, macOS, Office 365, cloud applications, etc.).
• Familiarity with ticketing systems.
• Experience with asset tracking systems and maintaining IT inventory.
• Basic knowledge of networking (LAN/WAN, Wi-Fi troubleshooting, VPNs).
• Excellent communication and problem-solving skills, with the ability to explain technical concepts to non-technical users.
• Highly organized, detail-oriented, and able to prioritize multiple tasks.
• Preferred
• Google certified applicants.
• Experience managing or leading a support/call center team.
• Knowledge of IT security practices and compliance frameworks.
• Certifications such as CompTIA A+, ITIL, or Microsoft Certified IT Specialist (a plus).
• Bilingual (Spanish/English) for international support environments.

• Christmas Bonus: 30 days, to be paid in December.
• Major Medical Expense Insurance: Coverage up to $20,000,000.00 MXN.
• Minor Medical Insurance: VRIM membership with special discounts on doctor’s appointments and accident reimbursements.
• Dental Insurance: Always smile with confidence!
• Life Insurance: (Death and MXN Disability)
• Vacation Days: 12 vacation days in accordance with Federal Labor Law, with prior approval from your manager. + 📅 Floating Holidays: 3 floating holidays in addition to the 7 official holidays in Mexico.
• Cell Phone Reimbursement & Transportation Subsidy.
• Hybrid Scheme: Enjoy the best of both worlds, remote and in-office work. Multicultural Exposure: Work with operations within Mexico and United Satates.
• 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.