IT Support Technician

Resolv.Global

4h•Hybrid

About The Position

We are seeking a proactive and dependable IT Support Technician to join our growing team in León, Mexico. 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.

Requirements

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
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

Nice To Haves

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

Responsibilities

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