IT Support Analyst - Hybrid

Mitratech is a proven global technology partner for corporate legal and compliance teams. Our approach to work is proactive, collaborative, and committed. The professionals who are thriving at Mitratech are people like you who know how to balance individual excellence with teamwork. We believe our employees’ enthusiasm fuels great work, so we pursue individuals with a passion for building an environment of ownership, transparency, continuous improvement as well as a dedication to driving the best possible experience for our clients. In other words, if you like people and technology, you'll fit right in.

Job Overview

We're hiring an IT Support Analyst to take our end user experience to the next level by providing top-tier IT support to employees across the organization. The IT Support Analyst will take ownership of solving complex IT issues, reducing repeat support issues, maintaining security and best practice compliance across the infrastructure, and proactively solving end user concerns to minimize disruption. The right candidate for this position will have a passion for improving the environment while building an excellent rapport with all staff.

Essential Duties & Responsibilities:

• Provide high level IT support to employees worldwide on a variety of hardware and software concerns.
• Triage inbound IT support cases, resolving issues or reassigning cases as appropriate.
• Troubleshoot complex issues with workstations, email, networking and VPN.
• Implement and maintain workstation configuration management and MDM tools.
• Perform employee onboarding and offboarding.
• Manage and Provision hardware and peripherals for MX employees.
• Audit, report, and maintain workstation compliance with company and industry standard security guidelines.
• Perform and report on regular hardware and software inventory audits.
• Document, track, and monitor technical problems and solutions.
• Implement new procedures to reduce repeat issues.
• Role is local to the Guadalajara area and in-office 1x/week.

Qualifications:

• 2 years prior relevant experience.
• High proficiency in written and verbal English.
• Experience installing and supporting Windows 10 and MacOS.
• Experience with a device management tool such as Intune, Jamf, SCCM, or similar utilities.
• Highly pragmatic problem-solving skills, especially with complex and atypical technical issues.
• Ability to communicate clearly and effectively with employees in all departments.

Education:

• A Degree or working toward a Degree in information technology, computer science or other related discipline, or the equivalent combination of education and relevant work experience

Location:

• Plaza Midtown (cerca de la glorieta Colón). Lopez Mateos Norte 95, Italia Providencia, Guadalajara.

We are an equal opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status.