Technical Support Engineer

My client, a dynamic and rapidly growing international FinTech, is expanding its presence in Mexico. As part of this expansion, we are actively seeking a highly skilled Technical Support Engineer to join their team in CDMX.

The Role:

You will play a key role in providing end-user support, troubleshooting, and ensuring the seamless functioning of desktop applications and devices.

To succeed in this role, we expect you to have:
1. Bachelors/College Degree in Computer Science, Information Technology, or equivalent.
2. Proficiency in English at an upper-intermediate level.
3. Minimum of 3 years of experience as a Senior Manager of IT Support/Head of Support.
4. Experience in FinTech or a loan company is advantageous.
5. Comprehensive understanding of network architecture and client/server technology.
6. Strong problem-solving and communication skills.
7. Proficient in database management.
8. Preferred skills in software development and IT security.

9. The ideal candidate will be proactive, organized, and passionate about helping the company build a positive and productive work environment.

As a Technical Support Engineer, you will be responsible for a wide range of IT-related tasks. Your primary duties include:

1.Technical support

• Provide technical support to end-users, addressing and resolving hardware, software, and network issues.
• Diagnose and troubleshoot technical issues reported by customers through various channels, including phone, email, and chat.
• Collaborate with cross-functional teams to escalate and resolve complex technical issues promptly.
• Document support interactions, solutions provided, and create knowledge base articles for common issues.
• Conduct regular system audits to ensure security and compliance with established standards.
• Assist in the development and implementation of IT policies and procedures.

2. IT Management:

• Oversee and manage all IT processes for the company.
• Source, screen, and coordinate IT processes, including software and hardware installation and maintenance.
• Provide technical support for all staff, troubleshooting network and server issues, and ensuring technical support for all users in the company.

3. Network and Server Administration:

• Configure and install computer hardware, software operating systems, and applications.
• Administer Windows Server 2016/2019, including user management and addressing interface issues.
• Have basic Linux knowledge and access to server logs.

4. IT Infrastructure:

• Ensure the smooth operation of VPN tunnels.
• Analyze key performance indicators of server resources.
• Configure active network equipment from various manufacturers.
• Maintain up-to-date technical documentation.
• Execute operational and planned infrastructural tasks.
• Possess good knowledge of local infrastructure, including ISPs, VoIP providers, SMS providers, local data centers, and web hosting providers.

5. VoIP and Telephony:

• Configure and administer VoIP telephony services, including Webitel and Asterisk.

What we offer:

- Competitive salary and bonuses.

- Strong professional environment and professional development support.

- Opportunity for professional and career growth.

- Excellent multicultural work environment and more!

If you are a proactive Technical Support Engineer with a passion for solving technical challenges and providing exceptional customer support, we encourage you to APPLY NOW or contact us directly at: cv@tk-recruitment.com