About the Company
Accelalpha is a rapidly growing consultancy delivering Oracle Cloud Solutions to global clients. Despite the challenges faced over the last few years, Accelalpha continued to grow rapidly providing stability for our employees and customers.
Accelalpha is proudly a Certified as a Great Place to Work and a Fortune 100 best workplace, and prides itself on a culture of support, diversity, and work life balance. Accelalpha provides employees with the opportunity to work on cutting edge technologies and access to rapid career advancement.
Accelalpha’s purpose is to help our clients solve critical business challenges through a unique approach to process improvement, solution design and project delivery. Our success is based on a proven implementation track record, industry leading domain expertise and unmatched talent in our delivery teams.
About the Role
Accelalpha is in search of an IT Support Specialist to join a growing IT team which supports a technology organization with customers and employees from regions around the globe. This role will require the candidate to work in an office environment amongst delivery teams and management. The primary focus of this role is to provide direct technical support of hardware and software to end-users, both in-person and working remotely. Secondary is IT system administration, consisting primarily of MS365 user account administration.
The ideal person for this role will have an interest in providing exemplary user support and contributing to a growing company with plenty of opportunity for skill and career development.
- 100% on site role at our office in Mexico City
Responsibilities
- Resolving incoming employee queries remotely via email and phone, or at the office in person
- Testing and System monitoring hardware and software performance.
- Deploy, monitor and maintain company endpoints - including configuring, patching, hardening, and upgrading.
- Prioritize and resolve IT support requests and escalate priority issues in a timely manner
- Preparing training manuals and FAQ materials for easy-access end-user guidance.
- Documenting processes and maintaining service desk records
- Recent Experience Microsoft 365 user and group administration. Experience with federation and managing multiple tenancies is a plus.
- Collaborating with internal departments to ensure that IT needs are met.
- Liaising with 3rd party vendors, IT providers, etc. for specific requirements
- Maintains staff records by onboarding, offboarding, orienting, and training employees.
- Responsible for ensuring endpoints and hardware are operating correctly within established SLAs.
- Process asset returns and EOL destruction/recycling
- Maintaining office network hardware, CCTVs, connected devices and communication equipment, keeping an audit-compliant office work environment.
- Performs system and account audits as required.
- Supports internal IT System development and maintenance.
- Maintains organization active directory and security practices.
- Stays current on IT trends which relate to company systems and infrastructure.
- Contributes to the ISMS best practices and helps maintain ISO 27001:2013 and SOC2 compliance.
Required Skills and Qualifications
- Associate or bachelor’s degree in computer science, information systems, or three years of experience in an IT performance analysis and end-user support role
- In-depth and current knowledge of IT Support and IT management best practices
- Knowledge and Experience managing centrally managed hardware including Proficiency in Windows and knowledge of MacOS customer relationship management (CRM) and task management software.
- Knowledge of Microsoft Azure Active Directory, Endpoint Manager, and Intune MDM
- Recent Experience Administrating Office 365.
- Excellent communication skills, personal initiative, and enthusiasm to help and train end users.
- Experience with Windows Operating Systems (10/2016/2019/11) and Active Directory.
- Exceptional analytical and problem-solving skills
- Excellent organizational and time management skills and attention to detail
- Advanced collaboration, communication, and interpersonal skills
- Skilled to research for new tools to improve processes.
- Proficient in English
Preferred Skills and Qualifications
- Open to travel occasionally to our offices in Chile and Peru.
- Experience with Microsoft Azure and Microsoft Power Platform is a plus.
- Experience with Microsoft SharePoint and other Office 365 collaboration applications.
- Ability to configure Firewalls, Switches, Access Points. Cisco Meraki/Fortinet Solutions
- Recent experience with end-point security and management solutions.
- Experience managing cloud ERP, LMS and other internal business applications.
- Experience with virtualization systems such as VMware or Hyper-V and deploying virtual machines, with a strong preference to recent VMware experience.
- Security+, Network+, or other technical certifications are a plus.
EEO Statement
Accelalpha is an Equal Opportunity Employer and we make sure to comply with all laws and regulations that protect and enhance Diversity and Inclusion. All qualified candidates will receive consideration without regard to age, race, color, nationality, religion, sexual/gender orientation, gender identity, disability, or any other legally protected status.
We are committed to build diverse and inclusive teams and an equitable workplace for all our employees across the globe.
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