Job Description

Job Location: Mexico Location - Guadalajara, JA 44610
Salary Range: $21,000.00 - $25,000.00 Salary/month

Position Summary
This position reports to the Infrastructure Manager and provides initial response, triage, and 1st level systems, network, workstation, and peripherals support to employee and client users. This role requires good technical knowledge, communication skills, and attention to detail. As the most visible part of ResortCom IT, the End User Support Analyst must provide excellent customer service and independently prioritize competing tasks.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Provide 1st level technical support on business applications to internal and external customers.
- Deploy, configure, diagnose, and support end user technologies, including (but not limited to):
- - Computer hardware and peripherals
- - Desktop Operating Systems (e.g. Windows) and applications
- - Office 365 e-mail and applications
- - Hard phones and soft phones
- - Physical and virtual servers
- - Network devices
- - Printers, Scanners and Fax Machines
- - Audio and video presentation systems for conference rooms.
- Provide general training on major operating systems and applications.
- Frequently assist users at their desk or office throughout ResortCom office.
- Perform moves of employee workstations and peripherals.
- Perform triage for new IT tickets: assign priority and assess for resolution or escalation.
- Perform basic administrative functions on internal systems, including Office 365, ResortConnect, and ResortApp
- Function as a member of the infrastructure team: identify and document systemic issues and suggest improvements and changes to improve user satisfaction.
- Complete timely documentation for all work performed in standard ticketing systems.
- Perform all work in accordance with company and IT policies and procedures.
- Available to rotate after-hours / on call work on a rotating basis.
- All other duties and projects as assigned by management.

Required Education and Experience
•    High school diploma
•    Excellent, bilingual (Spanish and English) verbal and written communication skills
•    Exceptional ability to work independently and prioritize tasks based on severity and guidance from managers and leaders
•    At least one year of technical support experience
•    Good triage, troubleshooting and problem isolation skills
•    Good written and verbal communication skills
•    Good skill in the following technologies
o    Windows 11
o    MS Office applications (Word, Excel, and Outlook)
•    Experience with help desk ticketing systems
•    Ability to communicate effectively with clients, employees, vendors, and IT staff
•    Good decision making and prioritization skills
•    Ability to prioritize objectives & multiple tasks
•    Reacts positively to change; demonstrates flexibility and adaptability

QualificationsPhysical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell.  The employee must often lift and/or move up to 30 pounds of equipment. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Must be able to sit at a computer and perform data entry and other administrative tasks for extended periods of time with minimal breaks.

Required Education and Experience
•    High school diploma
•    Excellent, bilingual (Spanish and English) verbal and written communication skills
•    Exceptional ability to work independently and prioritize tasks based on severity and guidance from managers and leaders
•    At least one year of technical support experience
•    Good triage, troubleshooting and problem isolation skills
•    Good written and verbal communication skills
•    Good skill in the following technologies
o    Windows 11
o    MS Office applications (Word, Excel, and Outlook)
•    Experience with help desk ticketing systems
•    Ability to communicate effectively with clients, employees, vendors, and IT staff
•    Good decision making and prioritization skills
•    Ability to prioritize objectives & multiple tasks
•    Reacts positively to change; demonstrates flexibility and adaptability

Preferred Education and Experience
•    Associate degree in Computer Science, Information Technology, or related field (or equivalent experience)
•    Experience with Avaya or Genesys CCaaS platforms, preferably in a call center environment
•    Any of the following technical certifications, or equivalent experience:
o    Microsoft Certifications
o    Help Desk Certifications