Job Description

Job Location: Mexico Location - Guadalajara, JA 44610
Position Type: Full Time
Salary Range: $28,000.00 - $32,000.00 Salary/month
Job Category: Information TechnologyAre you ready for your DREAM VACATION? Join the ResortCom Family to make that DREAM come true!
At the Employer of Choice, a complimentary week at one of our managed resorts for you and your family is THE STANDARD!
Employees know ResortCom is a great place to work, because we care about our employees, work hard for our success, and value diversity and culture. We strive to be better than our competitors, and to distinguish ourselves through our performance. Whether you’re providing the ultimate guest experience for one of our spectacular resorts or building your career within one of our many corporate disciplines, a career with ResortCom is like no other!
We are currently looking for an IT Operations Specialist to join our Resortcom family!

Position Summary
This position reports to the Infrastructure Manager and is responsible for maintaining and overseeing the IT operations of the contact center. This includes occasionally collaborating with the Systems Administrator in researching, implementing, and improving the IT operation and infrastructure, ensuring alignment with business goals and objectives. Will on occasion triage 1st and 2nd level systems, network, workstation, and peripherals support to employee and client users. This role requires excellent technical knowledge, communication skills, and attention to detail.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Monitor and maintain the IT systems and infrastructure of the contact center, including (but not limited to):
- - Microsoft AD/Entra
- - DC, DNS, DHCP, WDS, MDT, etc.
- - Non-Enterprise servers & services (Ticketing system, Physical Access Control (PACS))
- - SIEMs and log management (NAGIOS, CACTI, Solarwinds, Graylog, etc.)
- - Network Devices up to L2
- Perform routine maintenance and updates on the IT systems and infrastructure, such as applying patches, installing software, configuring settings, etc.
- Assist the Systems Administrator to troubleshoot and resolve system issues, such as outages, errors, failures, etc.
- Ensure compliance with security and quality standards, such as encryption, backup, antivirus, etc.
- Assist the Systems Administrator with administration and management tasks, such as deploying new systems, optimizing performance, implementing security policies, etc.
- Maintain a high level of system reliability and availability.
- Provide general training on major operating systems and applications.
- Perform advanced administrative functions on internal systems, including Microsoft AD/Entra, Office 365 Suite, Genesys
- Collaborate 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.
- On occasion will supplement End User Support based on operational needs
- All other duties and projects as assigned by management.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Work Environment
The work for this position is conducted in an office environment.  The noise level in this environment is usually moderate.  Travel will be required to receive training, attend meetings and develop relationships with other professionals.  Evenings and weekend work may be required based upon the workload.
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.
Travel
Travel to the corporate office in Las Vegas, NV, USA may be required 2-4 times per year, depending on company needs.

Required Education and Experience
- Associate degree or higher in IT, computer science, or related field
- 3-5  years of experience in IT operations or system administration
- Exceptional triage, troubleshooting and problem isolation skill
- Exceptional written and verbal communication skills
- Advanced knowledge of IT systems and infrastructure, such as (but not limited to) MDT, DNS, DHCP, DC, AD, etc.
- Experience with help desk ticketing systems
- Ability to communicate effectively with clients, employees, vendors, and IT staff
- Excellent decision making and prioritization skill
- At least one year of experience in ResortCom IT supporting business End Users(for internals candidates)
- Ability to prioritize objectives & multiple tasks
- Reacts positively to change; demonstrates flexibility and adaptability
- One or more applicable technology certifications, including the following, may be used to supplement experience:
- - Microsoft Certifications
- - Google Certifications
- - Linux/Redhat Certifications
- - ITIL v3 Foundation (or above)
- - CompTIA Network+, Security+. Server +

Preferred Education and Experience
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)
- Experience with telco, PBX, or VoIP solutions, preferably in a call center environment
- Bilingual in English and Spanish
INT-2

Qualifications

Required Education and Experience
- Associate degree or higher in IT, computer science, or related field
- Minimum 5 years of experience in IT operations or system administration
- Exceptional triage, troubleshooting and problem isolation skill
- Exceptional written and verbal communication skills
- Advanced knowledge of IT systems and infrastructure, such as (but not limited to) MDT, DNS, DHCP, DC, AD, etc.
- Experience with help desk ticketing systems
- Ability to communicate effectively with clients, employees, vendors, and IT staff
- Excellent decision making and prioritization skill
- Ability to prioritize objectives & multiple tasks
- Reacts positively to change; demonstrates flexibility and adaptability
- At least one year of experience in ResortCom IT supporting business End Users(for internals candidates)
- One or more applicable technology certifications, including the following, may be used to supplement experience:
- - Microsoft Certifications
- - Google Certifications
- - Linux/Redhat Certifications
- - ITIL v3 Foundation (or above)
- - CompTIA Network+, Security+. Server +

Preferred Education and Experience
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)
- Experience with telco, PBX, or VoIP solutions, preferably in a call center environment
- Bilingual in English and Spanish