Information Technology Support Specialist

Job Title: IT Support DSS Engineer

Job Location : Mexico (Remote Support for Global Regions)

Location: Mexico

We are looking for an experienced IT Support Analyst (DSS Engineer) to provide Level 1 and Level 2 technical support across Mexico, Canada, and Romania operations. The role involves supporting branch offices, operations centers, and corporate users while ensuring compliance with banking regulations, cybersecurity standards, and internal IT policies

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🔧 Key Responsibiliti

• esProvide Level 1 & Level 2 IT support (break/fix and service desk operation
• s)Handle incident management, service requests, and user troubleshooti
• ngSupport users via phone, email, chat, and ticketing too
• lsPerform user account management (Active Directory, Business Apps, Horizon, etc
• .)Assist with password resets, account unlocks, MFA, and access reques
• tsSupport Windows 11 endpoints, desktops, laptops, thin clients, printers, and periphera
• lsInstall, configure, and update approved banking applicatio
• nsTroubleshoot issues related t
• o:Windows OS & Microsoft 3
• 65Active Directory / Azure
• ADVPN & Remote connectivity too
• lsExchange, VMware, MECM, SCOM (basic to advanced suppor
• t)Use ITSM tools like ServiceNow / Ivanti for ticket tracking and resoluti
• onEscalate complex issues to L2/L3 support teams when requir
• edEnsure adherence to security policies, data privacy, and compliance standar
• dsIdentify and report potential security threats or suspicious activi
• tyDocument solutions and contribute to SOPs and Knowledge Base articl
• esFocus on First Call Resolution and Customer Satisfacti

on
💡 Required Skills & Experie

• nce2–3 years of experience in IT Service Desk / Technical Supp
• ort7+ years of phone/customer support experience (mandato
• ry)Strong hands-on experience with Windows technical support (Windows 11 preferr
• ed)Good knowledge
• of:Windows OS & Microsoft
• 365Active Directory / Azure Active Direct
• oryVPN, MFA, and remote access to
• olsITIL framework & ticketing systems (ServiceNow / Ivan
• ti)Experience in financial services or banking environment (preferr
• ed)Strong troubleshooting, analytical, and problem-solving ski
• llsExcellent verbal and written communication ski
• llsAbility to work in a fast-paced and highly regulated environm

ent
🎓 Educa

• tionBachelor’s or Associate degree in IT, Computer Science, or related field (prefer
• red)BCA or other technical qualification is an advan

tage
⭐ Additional Expecta

• tionsStrong customer service orient
• ationAbility to create SOPs and knowledge base art
• iclesDisciplined and structured approach to problem-so
• lvingPassion for continuous learning and improv

ement