Position: Tech Support Specialist
Company: Forte Group
Category: Support
Experience required: 5y
English level: upper

**Tech Support Specialist**

We are looking for a Tech Support Specialist for a corporate IT team in Mexico. The primary focus will be on end-user support handling level 1 and 2 issues for our users. The Tech Support Specialist must be able to communicate well with user groups who have varying technical abilities. Be patient and able to gather information, follow processes and procedures, and work with a global team to support our users. Quality is key with an ability to understand what users are really asking for and execute with the proper approvals or processes.

**Responsibilities:**

• Provide day-to-day end-user technical support for all employees.
• Understanding of corporate networks, LAN/WAN infrastructure (Networking, wireless, VPN, security, etc)
• Responsible for day-to-day uses of various cloud technologies to support and provision/de-provision users (O365, Hosted VOIP, Box, etc)
• Responsible for end-user support and management as related to the corporate environment (Windows and Mac toolsets, etc)
• Work with team on special projects to improve and upgrade infrastructure – Windows 10 upgrades, corporate standards, inventory, documentation, clean-up, etc
• Ability to use ticketing systems (Jira) to track and manage End User requests.
• Ability to track user hardware/laptop/software inventory.
• Ability to keep track of multiple tasks and follow up on users’ requests and support needs.
• Work with vendors to troubleshoot end-user issues.
• Understanding of when to escalate or ask for proper authorization and approval for requests.
• Other duties as assigned by management.

**Skills And Requirements:**

• **5+ years of experience as a Tech Support/Desktop Support role** leveraging excellent communications and customer service skills to support an organization
• OS knowledge – strong knowledge of **Windows 7/8/10 and Mac OSX.** 
• Knowledge of **Microsoft Windows Server 2008/2012r2, Linux: Red Hat/Centos, VMWare ESXi 5/6 all a plus**
• Hardware knowledge – strong knowledge in i386 laptop hardware mfg such as Lenovo and Apple MacBook hardware. Some knowledge in other corporate infrastructure such as basic server hardware, network switches, wireless infrastructure, corporate infrastructure, etc
• Security/Networking knowledge – Knowledge of networking technologies (IP, DNS, DHCP, VOIP, Video Conferencing, AV platforms, etc)
• System/Application knowledge – Knowledge/experience in Office365, SharePoint Online, Box, Active Directory, Exchange, PowerShell, Windows systems/Microsoft knowledge, Single Sign-On, Unified Communications, VMWare vCenter/vSphere or other virtualization capabilities, and other technologies as appropriate.

**We offer:**

• Experience working with colleagues locally and abroad
• Opportunities for self-realization working on challenging projects using new technologies and tools
• Friendly team and enjoyable working environment
• Social and corporate events
• Possibility for career development
• Participation in professional training, meetups
• Fully paid by Forte 5 sick days during the working year
• Internal English courses provided by Forte Teacher