Desktop & Technical Support Specialist

Why this role matters:

We are currently seeking a skilled and proactive IT Support Engineer to join our dynamic team. This position will play a key role in delivering hands-on technical support to local users, while also contributing to the broader efforts of our Global IT Support Desk.

In this role, you’ll work closely with colleagues across our global IT team to ensure the smooth operation of our systems and provide responsive, high-quality support to internal users. As part of the Global IT Support team, you’ll be expected to manage a wide range of technical issues, from basic troubleshooting to more complex incidents.

The ideal candidate will bring strong technical expertise, excellent problem-solving abilities, and the confidence to operate independently in a fast-paced, office-based environment.

Your key responsibilities:

• Provide onsite technical support for hardware, software, and network issues for our Mexico peers.
• Manage onboarding and offboarding of IT equipment, ensuring smooth transitions for new hires and departing employees.
• Install, configure, and maintain desktops, laptops, printers, peripherals, and audiovisual equipment.
• Respond promptly to IT support tickets, resolving issues efficiently and ensuring user satisfaction.
• Collaborate with the IT team to maintain infrastructure, including servers, networks, and software systems.
• Perform regular maintenance tasks such as updates, patches, and backups to ensure system security and stability.
• Document IT procedures and provide technical guidance to end-users for effective troubleshooting and training.

What you’ll bring:

• Over 3 years of experience in IT support, with expert-level skills in technical support, desktop support, and help desk roles.
• Proficient in using Airwatch Workspace One for mobile device management, including policy configuration, app deployment, and security settings.
• Skilled in Google Workspace, Trend AV antivirus, and BeyondTrust privileged access management for productivity, security, and access control.
• Experienced with remote desktop tools and help desk software (e.g., ConnectWise, AirWatch, Jira Service Desk).
• Strong hands-on experience provisioning and re-imaging devices across Windows, Linux, MacOS, ChromeOS, iOS, and Android platforms.
• Knowledgeable in diagnosing/troubleshooting issues, physical installation, and cabling of network and UPS equipment.
• Adept at supporting VPN connectivity and managing conference room AV systems for smooth meetings and presentations.

How you’ll benefit

In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including unlimited discretionary time off. #LI-RE1