Tech Phone Support Specialist (Access Control)

Location: Mexico City, Mexico. Must be able to lawfully work within Mexico. The role includes onsite customer installations and remote support.

Requirements

• Fluent English and Spanish
• Legal authorization to work in Mexico
• 2+ years of experience in an IT environment
• Experience with technical troubleshooting, customer support, and general networking concepts
• Experience configuring and maintaining Windows Server environments and related utilities
• Ability to provide second-level support, investigate issues by phone, email, and remote connections, and escalate cases when needed

Nice to have

• Associate’s degree or advanced technical education in information technology
• A+, MCSA, MCSE, Network+, CCNA, or similar certifications
• Knowledge of SQL, IIS, TCP/IP, VMware, Cisco, SAN, and LAN/WAN
• Experience with remote and mobile users, backup and recovery technologies, or financial institutions

What you will do

• Provide second-level technical support for customers, distributors, sales representatives, and technicians.
• Install, configure, update, migrate, and administer access control solutions on customer server hardware.
• Diagnose customer complaints and performance issues across Windows Active Directory, DNS, WINS, DHCP, web, application, and database environments.
• Perform onsite customer installations and provide remote installation support for hardware and software.
• Deliver software operations training and work with system administrators on patches and upgrades.
• Maintain technical documentation, cross-train colleagues, and provide 24/7 on-call support after hours.

Culture & Benefits

• Professional development, company training, and quality initiatives.
• Career growth and learning-focused development opportunities.
• Collaborative, inclusive, and diverse work environment.
• Flexible workplace options are available across the broader organization.