IT Support Technician – Remote (Mexico)

About the role

The IT Support Technician provides Level 1 and Level 2 technical assistance to users across Mexico, Canada and Romania for a banking environment. Working 100% remotely, you will resolve incidents, fulfill service requests and ensure compliance with U.S. banking regulations and cybersecurity standards.

Key responsibilities

• Respond to phone, email and chat tickets, creating and routing incidents in Ivanti or ServiceNow.
• Perform password resets, account unlocks, MFA support and user provisioning in Active Directory, Azure AD and Horizon.
• Support Windows 11 desktops, laptops, thin clients, printers and peripherals; install and update banking‑approved software.
• Diagnose and resolve issues with Windows Server, VMWare, Exchange, MECM, SCOM and remote‑desktop tools.
• Document solutions, create knowledge‑base articles and SOPs, and report suspicious activity.

Required profile

• 7+ years of phone/customer support experience and 6+ years of Windows service‑desk experience.
• Bachelor’s or associate degree in IT, Computer Science or related field (preferred).
• Experience in a bank or financial‑services environment is a plus.
• Strong communication, problem‑solving and attention‑to‑detail.

Required skills

• Windows 11, Windows Server
• Active Directory / Azure AD
• VMWare, Exchange, MECM, SCOM
• Ivanti, ServiceNow ticketing platforms
• Horizon, Microsoft 365, VPN, MFA
• ITIL framework, MS Office Suite
• Remote desktop connectivity and web‑application support