IT Support Specialist II

Mexico·Mexico CityFull-Timemid

Customer Support SpecialistCustomer

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Are you ready to join a growth-oriented team where creativity meets innovation? At Ware Malcomb, we are a dynamic and forward-thinking design firm committed to pushing the boundaries.

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Customer Support SpecialistCustomer

Are you ready to join a growth-oriented team where creativity meets innovation? At Ware Malcomb, we are a dynamic and forward-thinking design firm committed to pushing the boundaries. Our team-oriented, collaborative approach ensures that every project is a blend of visionary design, seamless project delivery, and we are actively engaged with both the community and the industry. Discover our vibrant culture to get an inside look into life at Ware Malcomb and the programs we offer. https://waremalcomb.com/life-at-ware-malcomb/

The IT Support Specialist II is responsible for supporting our end users in the local office and other offices in the region, as assigned by IT leadership. This support role has the primary responsibility of troubleshooting and/or triaging tickets from WM team members onsite and remote, and also functions as a mid-level escalation point for various technologies.

This is a mid-level IT support role that serve as an escalation resource of the helpdesk team

Work hours are 8:00 AM – 5:00 PM, local time; afterhours work as-needed to complete open tasks

Provide excellent customer service through effective communication and active engagement.

Resolve IT requests within established Service Level Agreements (SLA).

As needed, escalate IT issues to senior-level technicians, infrastructure team or IT management

Manage own help desk system queue to ensure timely response and resolution times.

Assist other team members to help balance the IT workload.

Develop and maintain a close working relationship with the IT team and end users.

Effective assignment and recovery of IT assets in the assigned region.

Maintain accurate inventory of all hardware and software.

Anticipate the unique needs of each office by engaging with its local representatives.

Be continuously alert and responsive to the ever-evolving needs of the staff in the region.

Active contributor of technical solutions and documentation.

Support a minimum of 3 offices with over 100 employees total.

Assist efforts involving office buildouts, expansions or moves.

Complete assignments as assigned by the Director of IT, Principal of IT or Ware Malcomb leadership.

Participate in after-hours work, and travel to various work sites, as needed.

Knowledge of infrastructure and cybersecurity fundamentals.

Able to safely lift or carry equipment weighing up to 25 lbs. and reach for overhead items.

Bachelor’s degree or equivalent combination of technical training/work experience.

Minimum of three (3) years of support experience with the following:

Windows 10/11, Active Directory, Office 365, MS Office, PC imaging, software updates

Applications: AutoCAD, Civil 3D, Revit; Sketchup, Adobe Suite, SharePoint

Network connectivity, VPN issues, remote work, Zoom, VoIP, mobile devices

Troubleshooting hardware, software, network, printing and telecom issues

Analytical, critical and deductive reasoning required to troubleshoot user issues.

Effective communication of technical information to a less technical audience.

Clear, concise, professional and thorough oral and written communication skills.

Ability to multi-task, follow processes and procedures and take direction positively.

Ability to speak, understand and write in English.

This is a full-time, long-term position.

Established in 1972, Ware Malcomb is a dynamic, forward-thinking commercial real estate design firm providing professional architecture, interior design, civil engineering, branding, building measurement, structural engineering and MEP engineering services to clients throughout the world. With office locations throughout the United States, Canada, Mexico and Brazil, the firm specializes in the design of office, industrial, science & technology, healthcare, multifamily, retail, hospitality and public/institutional projects.

The firm is also ranked among the top 10 Architecture/Engineering firms in Engineering News-Record’s Top 500 Design Firms and the Top 30 Interior Design Firms in Interior Design magazine’s Top 100 Giants. For more information, visit waremalcomb.com.