We're driven by a mission to make digital payments accessible to everyone, everywhere. With our innovative payment solutions, we empower businesses of all sizes to access new markets and connect with more customers. Our clients include some of the world's most innovative companies, such as Ant Group, PayPal, and Stripe, who depend on PPRO to accelerate their growth.

We take pride in our diversity, which comprises over 65 nationalities spread across 11 global locations, and while there are over 550 of us, we're all united by a shared a passion for building - whether that's trusted relationships with our customers, or next generation products that make payments simpler, faster, and more secure for everyone.

At PPRO, we believe that everyone can make a difference. We encourage our team members to seize opportunities to maximize their impact, adopt a growth mindset, build trust with each other and our customers, and drive change across the industry. We're just at the start of our journey to become the leading payments technology provider globally - and that's where you come in.

The Purpose:

At PPRO, a Colleague Support Engineer is a proactive enthusiastic problem solver and contributes to the success of the team, taking pride in the customer delight and the service provided. Our goal isn't just fixing problems, we endeavour to find new and better ways of enabling our colleagues to do their best work.

As Colleague Support Engineer at PPRO you will be the face of IT for our colleagues, you will handle complex issues independently, achieving a high satisfaction score. You will be providing operational support such as system upgrades, bug fixes, and managing system changes, assisting colleagues onsite and remote in identifying their hardware and software needs. A key part of the role is to maintain excellent communication, mentor IT peers, and create useful IT documentation. Networking with broader teams is crucial, as is developing strong relationships with business units.

Role Responsibilities:

• Understand and integrate with our operations using our in-house processes and tools.
• Troubleshoot and solve issues across various platforms (Mac, PC, Linux, iOS, Android, Printing, and Audio Visual), exploring automated solutions for recurring issues.
• Foster clear and effective communication with teams and stakeholders.
• Create empowering self-help resources by analysing the needs of our colleagues.
• Identify and address knowledge gaps, and document successful troubleshooting methods.
• Lead in technical expertise, best practices, and own operational responsibilities for your services.
• Help establish and share company-wide technical standards.
• Always maintain a customer-centric approach, being prepared to support colleagues.

What you need to have:

• Has at least 2 years' experience in a similar role.
• Able to support colleagues worldwide.
• Experience in a multi-cloud environment and with Atlassian IT Service Management.
• Results-oriented, collaboratively spirited, practical, and dedicated to continuous improvement.
• Excellent problem-solving skills.
• Proficiency in English.

Relevant Skills:

• Excellent skills in desktop operating systems such as Windows, MacOS, Linux.
• Familiarity with remote desktop applications and helpdesk software.
• Strong knowledge of computer hardware, network systems, and software applications.
• Expertise in troubleshooting techniques and problem-solving.
• Ability to explain technical information to non-technical colleagues.
• Excellent interpersonal and customer service skills.
• Familiarity with ITIL, Agile and Scrum practices.

What's in it for you?:

Hybrid working - We offer flexible working, so you can strike the right balance between office and home working. In addition to our 10-day holiday allowance, we also provide a work from abroad policy, enabling employees to work remotely for up to another 30 days per year

Meal vouchers- SiVale - MXN 2688.6 per month - Enjoy a moment of conviviality and a good and balanced meal thanks to your meal vouchers.

Insurance- Because better safe than sorry - we want our employees to benefit from various insurances including major and minor health insurance + life insurance and travel insurance.

Professional and personal development - We provide leadership cafes, on-the-job training, and access to LinkedIn learning to help you gain knowledge beyond your role.We also offer you english classes!

Gym membership - PPRO helps contribute towards the costs of your gym membership, supporting your physical fitness journey while easing the burden on your wallet

Mental Health Platform - We've teamed up with a top well-being platform to provide one-on-one therapy, chat therapy, therapist-led courses, guided meditations, and more

Our office is in a WeWork building nearby Angel de la Reforma, surrounded by mall shops and places where you can have a nice lunch. In the building you'll find space enough for meetings with your team, private spaces for confidential calls, a nice terrace, open coffee bar and other amenities.

As long as you can take good care of them, the offices are pet-friendly.