Desktop Support Specialist (MXC)

Do work that matters.

At AlertMedia, everything we do supports our mission: To save lives and minimize loss by identifying active threats globally and facilitating timely communications when an emergency threatens personal safety and business continuity.   

Our values which reflect our view on what’s important and what’s right include: We’re humans not robots, Customers always come first, We work better together, Simplicity is our strength, Our reputation is priceless, Hard work pays off.

The Desktop Support Specialist will work with other IT staff to provide our employees with fast and friendly support with all their technology needs.  This includes diagnosing, repairing, maintaining and upgrading Windows & Mac computers, servers, phones and critical software applications as necessary to ensure smooth operation. 

Who you are: 

You are a highly motivated, organized team player who is passionate about both technology and customer service. You are a self-starter who enjoys a challenge and thrives in a fast-paced environment providing efficient support to fellow employees. You love figuring out how computers work, learning new things, following the latest OS updates, and have a healthy respect for patch management. 

What you get to do every day: 

• Provide first level support of end users technology related issues in a prompt, courteous manner 
• Respond to incoming calls, tickets, and Slack messages regarding computer or equipment problems, and software issues 
• Guide users through problem solving processes using clear communication. 
• Train and educate users on basic software and hardware functionality 
• Prioritize and manage multiple tickets at a time through the ticketing system 
• Install and configure laptops and peripheral equipment according to standards and guidelines 
• Remotely assist with onboarding new users globally  
• Assist with password resets, multifactor resets and other account-related tasks 
• Provide support for printers, including installation, configuration, and resolving printing issues 
• Help maintain accurate inventory records of all technology equipment 
• Maintain hardware and software compliance by helping to ensure all hardware and software is kept up to date 
• Help maintain VOIP phone systems and softphone applications 
• Resolve connectivity issues with VPN and WiFi 
• Document technical procedures, solutions, and best practices for future reference 
• Escalate complex issues to higher-level IT staff or vendors as needed 
• Contribute to AlertMedia’s culture, values and vision for the future 

What you bring to the role: 

• 1 to 3 years of experience in a technology support role 
• Excellent troubleshooting skills 
• Experience with Windows 10/11 and Mac OS required 
• Experience with Microsoft Entra and Exchange preferred  
• Basic understanding of TCP/IP protocol and basic network troubleshooting skills 
• Experience with Jira, & Azure a plus 
• Working knowledge of Microsoft Office application suite 
• Tons of energy, humor, compassion, and enthusiasm 
• Patience, empathy, and kindness while working with frustrated users 
• The ability and desire to work in a fast-paced challenging environment 
• Outstanding communication skills and ability to effectively work cross-functionally 
• This position is a full time, hybrid position in the Reforma area of Mexico City
• Position may require occasional after-hours or on-call support 
• Must be able to lift and move IT equipment as needed 

Why you’ll love working at AlertMedia:

• Competitive Base Salary 
• Annual Company Bonus 
• 100% paid Medical, Dental, and Vision benefits for employees
• Christmas Bonus (Aguinaldo)
• Holiday and Vacation Days
• Additional Vacation Bonus
• All computer equipment provided to our employees
• Amazing rewards and incentives – we love celebrating each other 
• A Best Places to Work company 8 years in a row and numerous other awards
• Ongoing career development opportunities through our Learning & Development team - we love investing in our people!

About AlertMedia:

AlertMedia helps organizations protect their people and businesses through all phases of an emergency. Our award-winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizes identify, respond to, and recover from critical events faster and more confidently. AlertMedia supports essential communication for thousands of leading businesses—including DHL, JetBlue, Coca-Cola Bottling, In-N-Out, and Walmart—in more than 130 countries.  

We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values.   All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. 

This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share how we serve our amazing customers. For more information, please visit www.alertmedia.com.   

Come join us in our mission to save lives and minimize loss through effective communication.  

By applying for the role, you agree that Alert Media will use your Personal Information in connection with the recruitment process and in accordance with our Privacy Policy – https://www.alertmedia.com/legal/privacy-policy/