Specialist - Program & Project Management

The IT Analyst is responsible for ensuring the technological operational continuity of the Mexico office delivering quality technical support to users managing the hardware lifecycle and serving as the key point of contact between the DT area and the business

Required Qualifications

Degree in technologyrelated field Systems Computer Science Telecommunications or similar

Intermediate English reading comprehension and ability to hold basic conversations with regional teams

Advanced proficiency in Microsoft 365 Teams SharePoint Outlook OneDrive Word Excel PowerPoint

Availability for onsite work at Mexico City offices Montes Urales

Preferred Qualifications

Previous experience in enduser technical support minimum 1 year

Experience with ticketing platforms preferably ServiceNow

Basic knowledge of ethernet networks switching and networking

Key Responsibilities

User Support

Provide Level 1 and 2 technical supports to office employees both onsite and via phone and ticketing system

Attend and resolve incidents within the SLAs established by the company

Escalate in a timely manner any cases requiring intervention from higherlevel teams or external vendors

Deliver DT onboarding sessions and training for new employees as well as technology adoption initiatives

Equipment Hardware Management

Prepare and configure computers with corporate image for new hires and replacements

Manage the offices technology asset inventory hardware licenses peripherals

Ensure hardware is in good condition and working order through periodic reviews

Coordinate preventive and corrective maintenance as well as warranty management with vendors

Office Infrastructure

Verify and maintain the correct operation of wired networks communication equipment phones and projection systems in meeting rooms

Support the installation and update of authorized software on company devices

Act as point of contact with telecommunications and IT service providers assigned to the office

Reporting Continuous Improvement

Prepare monthly reports on the status of the offices technology services

Identify trends in recurring incidents and propose preventive solutions

Keep technical documentation of the local operation up to date

Key Competencies

Service orientation and effective communication with nontechnical users

Organization and proactive followup on open tasks and tickets

Ability to work under pressure and prioritize multiple simultaneous requests

Collaborative attitude and alignment with DT global standards