Desktop & Technical Support Specialist

We are currently seeking a skilled and proactive Desktop and Technical Support Specialist to join our dynamic team. This position will play a key role in delivering hands-on technical support to local users, while also contributing to the broader efforts of our Global IT Support Desk.

In this role, you’ll work closely with colleagues across our global IT team to ensure the smooth operation of our systems and provide responsive, high-quality support to internal users. As part of the Global IT Support team, you’ll be expected to manage a wide range of technical issues, from basic troubleshooting to more complex incidents.

The ideal candidate will bring strong technical expertise, excellent problem-solving abilities, and the confidence to operate independently in a fast-paced, office-based environment.

• →Provide onsite technical support for hardware, software, and network issues for our Mexico peers.
• →Manage onboarding and offboarding of IT equipment, ensuring smooth transitions for new hires and departing employees.
• →Install, configure, and maintain desktops, laptops, printers, peripherals, and audiovisual equipment.
• →Respond promptly to IT support tickets, resolving issues efficiently and ensuring user satisfaction.
• →Collaborate with the IT team to maintain infrastructure, including servers, networks, and software systems.
• →Perform regular maintenance tasks such as updates, patches, and backups to ensure system security and stability.
• →Document IT procedures and provide technical guidance to end-users for effective troubleshooting and training.

• Over 3 years of experience in IT support, with expert-level skills in technical support, desktop support, and help desk roles.
• Proficient in using Airwatch Workspace One for mobile device management, including policy configuration, app deployment, and security settings.
• Skilled in Google Workspace, Trend AV antivirus, and BeyondTrust privileged access management for productivity, security, and access control.
• Experienced with remote desktop tools and help desk software (e.g., ConnectWise, AirWatch, Jira Service Desk).
• Strong hands-on experience provisioning and re-imaging devices across Windows, Linux, MacOS, ChromeOS, iOS, and Android platforms.
• Knowledgeable in diagnosing/troubleshooting issues, physical installation, and cabling of network and UPS equipment.
• Adept at supporting VPN connectivity and managing conference room AV systems for smooth meetings and presentations. 

Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.