Customer Support Administrator II

The Customer Support Administrator provides day-to-day technical assistance to internal employees, primarily focusing on routine IT support and basic system troubleshooting. This role executes standard tasks independently within established guidelines and procedures, ensuring operational continuity by following defined processes to deliver efficient and effective IT support. The Specialist recognizes when to escalate issues outside of routine parameters to appropriate personnel.

JOB DUTIES:
 

• Performs routine end-to-end IT support for internal employees, strictly following established procedures.
• Sets up and configures standard PC/Mac computer systems, peripherals, and other endpoint devices according to documented processes.
• Coordinates the setup and decommissioning of IT assets for employees, adhering to internal asset management guidelines.
• Guides employees through the installation of approved applications and computer peripherals using provided instructions.
• Executes troubleshooting steps for common IT issues, tests resolutions, and conducts post-resolution follow-up within defined parameters.
• Logs and tracks all support requests and incidents accurately in the ServiceNow system.
• Maintains and manages inventory of IT equipment and supplies according to established stock procedures.
• Performs 'smart hands' tasks and escorts IT vendors on-site as directed, following established security protocols.
   

• 1–2 years of relevant experience in an IT support or help desk role.
• Ability to perform routine technical tasks independently within a defined scope.
• Familiarity with standard operating procedures for IT equipment setup and basic troubleshooting.
• Experience using ticket tracking systems such as ServiceNow to log and manage support activities.
• Basic knowledge of PC and Mac operating systems, including desktop support and network troubleshooting.
• Proficiency with Microsoft Office products and applications.

• Experience providing IT support in a corporate environment.
• Ability to assist with basic audio/visual or conference room equipment support tasks
• Exposure to fundamental IT asset management processes.

• Follows established IT support procedures and guidelines accurately.
• Applies basic troubleshooting techniques to resolve common IT issues within known parameters.
• Communicates clearly and concisely when assisting employees with technical queries.
• Organizes personal workload and manages routine IT tasks effectively.
• Identifies when to escalate complex or unusual IT problems to senior staff for resolution.
• Maintains attention to detail in logging and tracking IT support activities within the system.
• Demonstrates a customer service-oriented approach when interacting with internal staff.
• Manages time efficiently to address routine support requests in a timely manner.

• Benefits that go beyond Mexican labor law, ensuring your well-being and peace of mind.
• A collaborative and inclusive work environment where your contributions are valued.
• Opportunities for continuous professional growth and skill development through training, mentoring, and challenging projects.
• Access to cutting-edge tools, resources, and a supportive team to help you excel.
• The chance to work with a global, innovative company shaping the future in its industry.

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