Camp.us — IT Hero

Department: Hospitalidad

Employment Type: Full time

Location: Monterrey, Nuevo Leon, Mexico

IT Hero

Camp.us is the home of our creative companies.

Brands&People, Novak Innovation, School of Change, Nobody and -1.

About you

We are terrified by 3 things: slow wi-fi, no internet signal or computers crashing.
We need a specialist who saves the day. You are the first person we will come to.
An IT hero.

We love a friendly, neat, organized and functional home.
Camp.us is a unique workspace designed to host our staff, clients, guests and creative community.
The functionality of a workspace reflect the culture of the people within it.
You are a key member of our team making sure all Camp.us technology works 100%. 

In this role, your primary focus will be a combination of Tech Management and Tech Support.
Your role is vital to the ongoing operational efficiency of the companies inside Camp.us.
You make sure every staff experience is friction-less and functional.

We trust you with these key responsibilities:

Tech Management
Your main objective in Tech Management is to maximize hardware, software and network capabilities.
After analyzing all staff technical needs in collaboration with our Camp.us Host you will diagnose, plan, make recommendations, roll-out and monitor solutions for technical issues. You make sure our brand culture is expressed by transforming technical problems into simple smart solutions.

Tech Support
Your daily objective in Tech Support is provide fast, friendly assistance and address the root cause.
You help users troubleshoot technical issues and provide actionable tips to resolve the problem.
You provide technical guidance to all staff members, basic help and In-depth technical support.
You make sure all IT tickets are resolved as quickly as possible.
You direct vendors for the quick identification and resolution of escalating issues.

Network
Actively monitor the network health and propose solutions to potential problems before they happen.
Maintains network performance by performing network monitoring and analysis, and performance tuning; troubleshooting network problems; escalating problems to vendor.
Troubleshooting and resolution of LAN & Wireless Network issues.
Secure the network, developing network access, monitoring controls and evaluations. 

Hardware
Identify hardware lifecycle upgrade; determine upgrade path.
Plan, make recommendations, buy and setup hardware for new hires.

Software
Identify software lifecycle upgrade; determine upgrade path. 
Identify and install suitable software for new hires.
Manage online licenses.

Printers
Manage, install and upkeep all printers around Camp.us
You make sure everyone can print around Camp.us without frictions.

Inventory
Keep an online inventory of all hardware and software assigned to each team member.
Keep an online inventory of all telephones, network equipment, printers and AV equipment.

Documentation
Document technical knowledge in the form of play books and maps.

Special Events
Troubleshooting and resolution of audio visual issues in meetings and special events.

Cloud Habits

Take of our work and information, making sure each member of our community understands the back up process.

Experience & Requirements

2+ years experience in Technical Support.
As well as a strong technical background.
Capable to explain complex information in simple, clear terms.
Loves order and structure. Logical thinker.
Good analytical and problem solving skills. 
Up-to-date technical knowledge. 
Good interpersonal and customer care skills.
Good accurate records keeping.

Critical Behaviors for Success

We have four goals and principles for everyone in our teams: Autonomy, Ecosystem-Thinking, Impact and Personal Transformation. A person that thrives in our culture, understands and behaves according to these 4 principles:

Autonomy—

You do what you love. You love what you do.

You find ways to make things happen while distributing activities, time and energy.

Credibility is earned through execution and getting things done.

You get into the details and deliver results.

You're always ready to get hands-on all aspects of the daily needs. Pragmatism and outcomes orientation are valued.

You start early and finish early with no pending issues.

You channel high levels of energy to specific tasks and finish what you start.

You act like an adult at all times. No one will baby sit you or your work.

Ecosystem-thinking—

You love working with people. Foster harmony in the team and share Good Vibes Only.

You're an example of commitment, teamwork, and solidarity.

You manage your time and energy, in a way everyone's personal life is respected.

Don’t assume anything, ask again.

Clarify doubts and simplify things.

Be honest about your status and whether you’ll make it in time or not.

Always be clear and transparent along the journey.

Share lessons learned and victories won with everybody, everyday.

Ask for feedback from teammates and take them in a mature and constructive way.

You provide constructive, honest, and respectful feedback on time.

You are observant, proactive, and eager to learn.

You respect everyone's role in the journey.

Personal Transformation—

You pledge to positively transform yourself.

You’re constantly searching for new abilities to acquire.

You enjoy sharing knowledge with others.

You are curious and keep exploring new journeys to explore.

You love challenging yourself.

Impact—

You believe your work can change the world.

You understand data and feel comfortable working with it.

You sustain your work on real information.

You’re able to clarify the outcomes that can be expected from your work.

Perks & Compensation

Working hour: 8:00 AM — 5:00 PM 

Hybrid Schedule (Monday to Thursday in the office, Fridays remote)

12 vacation days after your 1st anniversary, 14 days on your 2nd anniversary and then 16 days from your 3rd anniversary henceforward.

Winter Break: last week of the year.

Spring Break: thursday and friday on holy week.

Early Friday: shift ends 2 hours early last Friday of every month, yay!

4 hours per month to use on personal matters.

5 sick days per year