- Mexico
- Hybrid
- Full-time · Mid
- 4–5 years
The IT Services Specialist provides advanced L2/L3 technical support across the AMER region, resolving complex end-user technology issues while delivering a reliable, frictionless experience for employees, including executive leadership.
Responsibilities
- Own complex L2/L3 incidents escalated by the Global Helpdesk and junior Desktop Specialists, driving timely resolution and a high-quality employee experience
- Deliver responsive hands-on and remote technical support across AMER, including discreet and high-priority support for executives and other senior stakeholders
- Diagnose and resolve complex issues involving Dell PCs, MacBooks, Windows, macOS, software, printers, peripherals, network connectivity, VPN technologies, mobile devices, and collaboration tools
- Coordinate with global L3/L4 teams on advanced technical issues while maintaining ownership, communication, and follow-through against service levels
- Manage end-user device lifecycle activities, including deployment, support, updates, maintenance, inventory accuracy, and retirement
Requirements
- Nice to have: macOS
- Nice to have: AI-assisted diagnostics
- Nice to have: automation
- Nice to have: endpoint analytics
- Nice to have: Zoom