IT Support Technician at Resolv.Global

Guanajuato City, Guanajuato, Mexico -

Full Time

Start Date

Immediate

Expiry Date

15 Sep, 26

Salary

0.0

Posted On

17 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, Hardware Support, Software Support, User Onboarding, Microsoft 365, English Communication, Spanish Communication, Remote Support, Time Management, Customer Service, Endpoint Troubleshooting

Industry

Outsourcing and Offshoring Consulting

Description

Hybrid | León, Guanajuato, México We are seeking a proactive and dependable IT Support Technician to join our growing team in León, México. This is a hybrid opportunity for an experienced IT professional who enjoys solving problems, helping people, and ensuring technology runs smoothly across a fast-paced, global business environment. In this role, you will provide technical support to both internal team members and external workforce professionals, assisting with a wide range of technical issues and ensuring users receive timely, effective support. Success in this position requires strong troubleshooting abilities, excellent communication skills, accountability, and a genuine commitment to helping others. If you're someone who takes ownership, communicates clearly, and enjoys being the person people can rely on when technology challenges arise, we'd love to hear from you. What You'll Be Doing Providing technical support to internal team members and external workforce professionals Troubleshooting hardware, software, connectivity, and user access issues Assisting with user onboarding, setup, and technical configurations Supporting business systems, applications, and productivity tools Managing and responding to support requests in a timely manner Diagnosing issues, identifying root causes, and implementing effective solutions Communicating updates and resolutions clearly to users Escalating complex issues when necessary while maintaining ownership of the user experience Documenting support activities and maintaining accurate records Contributing to process improvements and helping create a positive support experience Work Schedule Monday through Friday Eastern Standard Time (EST) business hours Hybrid work arrangement Candidates must be based in or near León, México Compensation & Contract Competitive hourly rate paid in USD Compensation is negotiable based on experience and qualifications Independent Contractor Technical Requirements (Essential) To be considered, candidates must meet all technical requirements below: Windows 11 PC (Mac not supported) 16 GB RAM Dual monitors Webcam Fibre internet with a wired connection Backup power solution Microsoft Teams / Office 365 Applications that do not meet the minimum technical requirements may not move forward in the process. Hiring Process To ensure fairness and consistency, all applicants must complete every stage of the hiring process. Our process includes: Resume and Prescreen Questionnaire Review One-Way Video Interview Live Interview Final Interview Please note: This is an English-speaking role that requires strong written and verbal English communication skills. All resumes/CVs must be submitted in English to be considered for the position. Why Join Us? This is an opportunity to become a key part of a growing international organization where your technical expertise and ability to support others will make a direct impact every day. You'll work with teams across multiple locations, solve meaningful challenges, and help keep people connected, productive, and successful. Requirements What We're Looking For 3-5 years of IT support, help desk, or technical support experience Strong troubleshooting and problem-solving skills Native-level English communication skills, both written and verbal Fluent in Spanish Experience supporting users remotely and in person Ability to explain technical concepts clearly to non-technical users Strong organizational and time management skills Ability to manage multiple priorities in a fast-paced environment A customer-first mindset with a passion for helping others High level of accountability, reliability, and professionalism Team-oriented approach with a willingness to collaborate Preferred Qualifications Experience supporting distributed or remote workforces Experience with Microsoft 365 and business productivity tools Familiarity with networking, user access management, and endpoint troubleshooting Experience working with global teams BPO experience

Responsibilities

Provide technical support to internal and external users by troubleshooting hardware, software, and connectivity issues. Manage support requests, diagnose root causes, and document activities to ensure a positive user experience.