JOB DESCRIPTION.

?Technical Support Specialist.

The Technical Support Specialist is often the face of the IT department and the first one to respond to a call for help. The Technical Support team is responsible for supporting and managing the growing Copper Hill server, network, and desktop infrastructure. They provide first-level support to Copper Hill employees while managing and monitoring our Microsoft 365 tenant, SharePoint deployments, Azure environment, and physical data center. It is the team's responsibility to keep Copper Hill connected and secure to ensure that the team is productive, and clients are happy.

ESSENTIAL DUTIES AND RESPONSIBILITIES.

• Respond to "Help Desk" tickets related to physical infrastructure, desktop support, Microsoft 365, and SharePoint support.
• Help triage "Help Desk" tickets by discussing tickets with subject matter experts and assigning when appropriate.
• Install and configure computer systems and applications for Copper Hill employees.
• Maintain inventory of company's technical equipment and supplies.
• Help maintain and monitor Copper Hill network infrastructure and proactively resolve issues.
• Monitor status of email and other messaging systems, cloud systems (SharePoint), and file servers to ensure constant availability and take corrective action.
• Prepare reference materials for Copper Hill users to document common issues and provide self-service tips
• Implement technology related projects with instructional and operational focuses

TOOLS.

• Jira Software to manage intake of requests and document and track projects and roadmaps
• Microsoft Azure and Office 365 to manage cloud infrastructure
• Intune, Cisco Meraki, Sentinel One, and other endpoint protection hardware

REQUIREMENTS:

English Advanced

Windows 10/11 experience

Office 365 suite experience (Outlook, Teams, exc – Office apps)

Office 365 admin experience

Remote support experience (comfortable supporting users in other countries)

- Global end user support would be a bonus

Work: Hybrid Model

Office: Av. Paseo de la Reforma 350, colonia Cuauhtémoc, C.P. 06500, CDMX