We are looking for an experienced Technical Support Engineer to join our team based within Mexico or the greater Latin America region. This position will help us increase WhereIsMyTransport’s IT Department’s ability to provide effective and efficient IT service delivery across all aspects of our remote-first global business, particularly within Mexico and Peru.
This role will help to take over much of the day-to-day operations of IT, and work directly with team members across the business, in all departments, to help and set them up for success.
Overview of activities amp; responsibilities
The position will report directly to the IT Manager, and will comprise of the following responsibilities:
- Provide IT technical support to our Mexico and Peru team, and our global users.
- Source, install and maintain required hardware, software and IT related infrastructure. In addition, research, recommend and implement new hardware and software that reduces overhead and increases productivity.
- Act as a hardware and software vendor liaison and manage these processes.
- Manage our hardware and software inventory, as well as maintain our fixed asset list, electronic equipment and insurance list.
- Maintain, review and optimize the company's software licenses.
- Set up of IT equipment according to specifications.
- Perform preventative maintenance on computer hardware and software on a scheduled basis.
- Manage the IT Helpdesk System and log, update and escalate support tickets internally and externally.
- Develop and maintain SOPs, processes, procedures, policies, user guides, and knowledge bases.
- Own user access management and permissions on IT systems (e.g. GSuite, MS Azure AD, Zoom, Slack, ClickUp, Miro etc.). In line with this, manage the onboarding and offboarding of users on/from IT systems and tools.
- Maintain up to date data backups on cloud storage.
- Perform basic administrative support duties, as required, to meet operational objectives.
- Providing assistance, as required, to the IT Manager.
About you
You have:
- Strong English language skills.
- Strong practical IT support experience.
- Experience troubleshooting Mac and Windows machines.
- Experience with systems administration.
- Experience using remote monitoring and management tools.
- Experience developing and managing SOPS, processes, procedures, policies, user guides, and knowledge bases.
- Experience with training users.
- Experience with task automation.
- Experience acting as a vendor liaison for hardware and software.
- IT or Technical support certifications
Bonus points if you have:
- IT Tertiary qualification (e.g. Diploma in IT).
- IT related certification
You are:
- A problem solver.
- Proficient and comfortable in the IT environment.
- A good presenter and communicator (verbal and in writing).
- Able to work under pressure.
- Proactive and show initiative.
- Team orientated, but also able to work independently.
- Able to prioritize effectively.
- A self-starter and willing to learn.
- Flexible.
About us
WhereIsMyTransport is a mobility technology company headquartered in London. We are the leading provider of mobility data and solutions for emerging-market cities in Africa, South and Southeast Asia, Southeast Europe and Latin America - places where decentralised public transport is the norm. Our advanced and efficient data production methodology digitalises information from a city’s complete public transport network, delivering our clients accurate, reliable and comprehensive information. The de facto source of mobility data for the world’s largest low- and middle-income cities, WhereIsMyTransport fills the mobility data gap - and fast.
To be successful, our global team of people must be as diverse as the populations that use public transport in the regions where we work. We must be as inclusive as the mobility solutions we develop for these markets. Celebration of difference is essential as we grow - including race, ethnicity, social background, religion, gender, age, disability, sexual orientation and national origin.
Interested?
If this sounds like you, we'd love to hear from you. Apply by submitting your up-to-date English CV.