Support Specialist II

Location: Monterrey, MX Office (Onsite)

The Support Specialist II is a mid-level technical support professional responsible for resolving complex customer and internal issues, owning escalations, and improving support processes. This role requires strong troubleshooting skills, solid product/technology knowledge, and excellent customer communication. The Support Specialist II mentors junior team members, drives root-cause analysis, and helps maintain knowledge resources to increase first-contact resolution and customer satisfaction.

Key Responsibilities:

• Executive Support: Provide dedicated support to Senior Leadership and C-Level executives as needed.
• Security and Asset Management: Assist in securing COMPANY intellectual property and products from theft or damage. Maintain the accuracy of the ITG asset management system to ensure all computing assets are accounted for and maintained.
• Technical Administration:
  • Administer Azure/Intune and Manage Engine systems.
  • Resolve desktop hardware and software issues within established service level agreements.
  • Troubleshoot Windows laptops and MacBook hardware and OS issues.
• Endpoint Management: Demonstrate hands-on expertise in endpoint management solutions, such as Manage Engine or Intune.
• Global Team Collaboration: Work as part of a global team to triage and resolve customer support issues.
• Strategic Initiatives: Assist in the rollout of strategic corporate initiatives and system changes.
• Escalation Management: Assist in escalating issues and notifying management and user communities when service levels are not met.
• Customer Liaison: Act as a liaison between customers and other teams.
• Support Requests: Log and respond to customer requests for support via email, Teams Chat, and our call tracking system.
• Documentation: Accurately document case descriptions, updates, and solutions in ServiceNow.
• Customer Service: Establish a commitment to customer service and build strong rapport with end-users.
• Training and Knowledge Sharing: Provide training on COMPANY applications, infrastructure, and desktop system components as required. Contribute to the Knowledge Base.
• Product Expertise: Provide product and solution expertise to customers and team members.
• Status Updates: Provide updates and status reports to the Team Manager and others, as appropriate.
• Time Management: Record time and expenses in the time entry system.
• Issue Ownership: Take ownership and responsibility for researching and escalating issues as appropriate.
• Problem Solving: Successfully triage customer issues, conduct necessary research, and provide solutions.
• Support Tools: Utilize current support tools such as Teams, Manage Engine, and Lenovo diagnostics to resolve end-user issues.
• Vendor Collaboration: Work with external vendor support teams to resolve application, hardware, and software issues related to end-user support.

Qualifications:

• Proven experience in Azure/Intune and Manage Engine administration.
• Bilingual proficiency in English and Spanish (written and verbal).
• Strong technical skills in troubleshooting Windows and MacBook hardware and OS.
• Excellent communication and customer service skills.
• Ability to work effectively as part of a global team.
• Experience with ServiceNow or similar case management systems is a plus.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.