IT Specialist providing technical support for users at Tecnológico de Monterrey. Ensuring timely resolution of hardware and software issues in a dynamic educational environment.
About the role
- IT Support Associate providing Tier 2 technical support for Rowan's digital infrastructure. Troubleshooting hardware, operating systems, and collaboration technology while ensuring smooth operations.
Responsibilities
- Provide Tier 2 end-user technical support and hands-on onsite assistance
- Troubleshoot and resolve advanced issues across hardware, operating systems, Microsoft 365, and connectivity
- Perform root cause analysis for recurring end user issues
- Communicate technical concepts to nontechnical users with professionalism and patience
- Provide deskside support, including workstation setup, break/fix, and peripheral troubleshooting
- Maintain in-office presence to support daily operations and employee needs
- Deploy and support office equipment and collaboration technology
Requirements
- 3–5+ years of experience in IT support or a similar hands‑on technical role
- Strong troubleshooting experience with both Windows and macOS
- Experience supporting Microsoft 365 desktop and cloud applications
- Experience troubleshooting and supporting Conferencing Equipment
- Familiarity with endpoint management tools (Intune, Jamf, SCCM/MECM, or equivalent)
- Excellent customer service and communication skills
Benefits
- Hybrid working environment
- Team building and educational opportunities
- Generous benefits package including robust health benefits and a 401(k) company contribution
- Paid Time Off
- Competitive compensation and bonus plan
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