Our award-winning technology powers conversations with customers for some of the world’s largest enterprises. We believe that combining the human touch with technology is the best way to create amazing customer experiences. When human abilities such as problem-solving, creative thinking and relationship building are enhanced with technology... magical moments happen.
Overview
As an IT Support Specialist at Glia, you will play a key role in ensuring the success and satisfaction of our employees while also maintaining the highest security practices and standards. You will collaborate with almost all departments within Glia, working particularly closely with Security, Compliance, and People Operations teams. This role involves managing critical services used by Glianeers and requires close cooperation with both external and internal stakeholders. Your responsibilities will extend beyond traditional IT support, as you'll work to optimize systems and processes that directly impact employee productivity and organizational efficiency.
The team setup
Team Internal Client Engineering is supporting Glianeers across the organization. Thus, its team members are located across the globe.
For this role, we hire in: Mexico (hybrid)
Responsibilities
- Provide first-line technical support to employees, addressing hardware, software, and network issues
- Troubleshoot and resolve complex IT problems, escalating to specialized teams when necessary
- Install, configure, and maintain computer systems, software applications, and network equipment
- Manage user accounts, permissions, and access rights across various platforms and systems
- Implement and maintain IT security measures, including antivirus software, firewalls, and data encryption
- Conduct regular system updates and patches to ensure optimal performance and security
- Assist in the development and implementation of IT policies and procedures
- Provide training and guidance to employees on new technologies and IT best practices
- Manage and maintain IT inventory, including hardware and software licenses
- Assist in the evaluation and implementation of new technologies to enhance productivity
- Participate in IT projects, such as system upgrades or migrations
- Create and maintain documentation for IT processes, troubleshooting steps, and system configurations
- Contribute to the development of internal tools and scripts to automate routine tasks
- Collaborate with vendors and external service providers to resolve complex issues
- Stay current with emerging technologies and industry trends to continually improve IT operations
Technologies You'll Work With
- Google Suite
- Atlassian products
- MDM: Jamf, Scalefusion
- Communication: Slack, Zoom, Gong
- AWS
- GitHub
- Slack
- Okta
- and many more!
Requirements
- Minimum of 3 years of experience in internal technical support, service desk, or similar roles
- Located in Mexico and able to work in the CST timezone
- Fluent in English (reading, writing, and speaking)
- Strong knowledge of IT infrastructure, security best practices, and compliance requirements
- Hands-on experience with MacOS central setup, Zero-touch onboarding, JAMF management
- Demonstrated project management and problem-solving abilities
- Excellent communication and interpersonal skills
- Ability to effectively communicate with both technical and non-technical stakeholders
- Strong commitment to continuous learning and professional growth
- Bachelor's degree required
Nice to have
- Familiarity with Python and scripting languages
- Knowledge of Atlassian products and AWS command line
Benefits
- Competitive Salary
- Professional development support (trainings, courses, conferences, books, etc)
- Access to all the latest tools and equipment you’ll need
- Sports compensation
- Team events: annual employee awards, internal hackathons, and a dozen cool events from cooking to the Glia olympic games :)
- Generous referral bonuses
- Diversity: 25 countries represented
*Glia is an equal-opportunity employer. Glia does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.
The Glia Talent Acquisition team is using only glia.com mailboxes for coordinating interviews, providing updates and sending documents. Our hiring process involves an introduction, and practical and team interviews, followed by a decision and offer. For more information, visit our Recruitment Privacy Notice page or contact our talent team via [email protected]
*Want to know more about working at Glia? Check our Glia's Career FAQs
Top Skills
What We Do
Glia enables companies to deliver an in-person customer experience online. With a single line of code, companies can identify and engage their highest-value web visitors through video, voice, chat, and CoBrowsing to increase online conversions and improve customer support.
