Technology Support Analyst MX

at  The Trevor Project

JOB TITLE: TECHNOLOGY SUPPORT ASSOCIATE US / TECHNOLOGY SUPPORT ANALYST MX

Level: MX Analyst
Hours: Full time (9-6 CST. Monday to Friday)
Location: México (remote)
Salary Range: MXN 18-22k mo

• Provide Tier I and Tier II technical support to staff, volunteers, and users of our services
• Lend to institutional knowledge and documentation by drafting knowledge articles for new and resolved issues
• Support during the onboardings an offboardings. Partnering with our supplier, assure that MX staff count with their laptop and required software at the beginning of their journey, and at the end of it, the equipment comes back to our inventory.
• Provide preliminary diagnosis and triaging for a range of technical incidents
• Execute the complete problem-solving process, from isolation to resolution and root-cause analysis
• Support and train users during the deployment of new technologies or features
• Communicate with team and cross-functional stakeholders during incidents, making sure any issues get escalated to the appropriate team member promptly
• Occasionally translate documentation and deliver training orientations
• Complete individual tasks as a part of larger technology projects and initiatives
• Other tasks, duties, or special projects as assigned.