Senior IT Support Specialist (Bilingual - Spanish/English)

Note: Please include an English version of your resume with your application

Get to know the role:

• Job Title: Senior IT Support Specialist (S4)
• Job Summary: The Senior IT Support Specialist serves as the primary IT resource for The Pokémon Company International's Mexico City office and is responsible for delivering exceptional technical support and operational excellence for local and remote employees. As a senior member of the IT Service Desk organization, this role acts as a trusted technology partner, ensuring employees have reliable access to the systems, tools, and services they need to be successful. This position owns the day-to-day technology experience for the Mexico City office, including end-user support, workplace technology, and local IT operations. In addition to supporting local employees, the role provides remote support for employees in other TPCi locations while helping maintain consistent service standards across the organization. Working closely with the IT Service Desk Manager, Service Desk team, Systems Administrators, and Infrastructure teams, this role exercises sound judgment, effectively manages competing priorities, and drives issues through resolution. Success in this position requires strong ownership, proactive problem-solving, and the ability to deliver results with minimal day-to-day supervision.
• FLSA Classification (US Only): Exempt
• People Manager: No

What you’ll do:

Lead the employee technology experience for Mexico City

• Serve as the primary IT resource for the Mexico City office, delivering exceptional technical support and acting as a trusted partner for workplace technology needs.
• Independently manage priorities, resolve technical issues, and ensure a high-quality technology experience for local and remote employees.
• Identify opportunities to improve service quality, user experience, and support processes through proactive support and user education.
• Build strong relationships with employees and stakeholders, providing guidance and support that enables business success.

Deliver advanced technical support and operational excellence

• Troubleshoot and resolve incidents and service requests related to hardware, software, operating systems, collaboration tools, mobile devices, accounts, and workplace technologies.
• Provide support through the IT ticketing system, email, phone, chat, and in-person interactions while maintaining accurate documentation and communication.
• Serve as a senior escalation point for complex issues, exercising sound judgment in prioritization, troubleshooting, and escalation decisions.
• Partner with the Systems Administration and Infrastructure teams to support technology deployments, maintenance activities, critical incident response, and operational initiatives that improve service reliability and employee experience.

Support workplace technology and global IT operations

• Configure, deploy, maintain, and support employee devices, software, accounts, and access throughout the employee lifecycle, including onboarding, offboarding, and technology refresh activities.
• Support workplace technologies including meeting room systems, collaboration tools, end-user devices, and office equipment while maintaining accurate asset inventory records.
• Coordinate local technology projects and partner with vendors, facilities teams, and internal stakeholders to support office technology requirements.
• Collaborate with global IT teams to provide remote support, contribute to documentation and knowledge sharing, and drive process improvements that enhance service quality and team effectiveness.

What you’ll bring:

Technical support expertise

• 5+ years of experience providing technical support within enterprise Microsoft Windows and Apple macOS environments.
• Strong experience supporting Microsoft 365, Active Directory, Entra ID, endpoint management platforms, and workplace collaboration technologies.
• Proven ability to troubleshoot and resolve hardware, software, operating system, application, and connectivity issues in a business environment.
• Working knowledge of networking fundamentals, including DNS, DHCP, TCP/IP, VPN, and wireless networking.

Ownership and execution

• Demonstrated ability to operate with a high degree of independence while managing priorities, exercising sound judgment, and delivering results with minimal day-to-day supervision.
• Strong sense of ownership, accountability, and follow-through in a fast-paced support environment.
• Proactive and resourceful approach to identifying, troubleshooting, and resolving technical issues.

Customer service and collaboration

• Exceptional customer service and communication skills with the ability to support employees at all levels of the organization.
• Ability to build trusted relationships and effectively partner with technical teams, business stakeholders, vendors, and external partners.
• Experience supporting both local and remote employees within a collaborative, global environment.

Education and certifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Relevant certifications are a plus, including CompTIA, Microsoft, ITIL, JAMF, or similar industry-recognized certifications.
• Equivalent experience and a demonstrated commitment to continuous learning are valued alongside formal education.

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