IT Support DSS Engineer

Role: IT Support DSS engineer

Location: Mexico (100% Remote)

Job Description:

IT Support Analyst is responsible for providing Level 1 and Level 2 technical support to Client across Mexico, Canada and Romania branches, operations centers, and corporate offices. This role ensures timely resolution of IT incidents, service requests, and user issues while maintaining compliance with U.S. banking regulations, cybersecurity standards, and internal IT policies.

What's this role about?

• IT Support and Breakfix Technician
• 7+ years of Phone/Customer support experience Mandatory with excellent communication skills
• 6+ years of Windows Technical Service desk experience is necessary
• Expertise Windows 11 and basics of Windows Server
• Advanced knowledge with the following: Windows, AD, VMWare, Exchange, MECM, SCOM etc.,
• ITSM ticketing tools such as Ivanti, ServiceNow etc.,-MUST
• User password reset/account unlock/creation for Active Directory, Horizon, Business applications etc.,
• Remote desktop connectivity applications, Windows end point support
• MS Office Suite and application support
• Web Application, VPN knowledge
• Administer and provide User account provisioning.
• Support desktops, laptops, thin clients, printers, scanners, and peripherals

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• Install, configure, and update banking-approved software
• Follow all internal controls and policies
• Assist in password resets, MFA support, and identity/access management requests.
• Identify and report suspicious activity or potential security threats
• Maintain a strong focus on data privacy and cybersecurity best practices
• Document solutions and create user guides/knowledge base articles
• Responsible for installing desktop applications and software
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions
• Responds to telephone calls, email, instant messages, and create tickets; Assign work orders / incidents to appropriate support teams and follow up until closure
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
• Route problems to internal 2nd level IT support staff.
• Highly self-motivated with keen attention to detail

We also want you to have knowledge on:

• Ticket Management
• Customer Satisfaction
• First Call Resolution
• Create SOP and Knowledge Base articles for top call generators.

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Required Skills & Qualifications

• Bachelor’s/associate degree in IT, Computer Science, or related field (preferred).
• 2–3 years of experience in IT service desk or technical support role.
• Experience supporting a bank or financial services environment (preferred).
• Basic and Above Average knowledge of:
• Windows OS & Microsoft 365
• Active Directory / Azure AD
• VPN & MFA
• ITIL framework
• Excellent communication, customer service, and problem‑solving skills.
• Ability to work in a fast-paced, highly regulated environment.

Educational requirement:

• Graduate and preferably BCA or any other Technical Field.
• Excellent Communication Skills (Written/Verbal)
• Exceptional customer service orientation
• Excellent communication skills, both written and verbal
• Disciplined, systematic problem-solving skills required.