Location: Merida, Mexico (In-Office required: Monday – Friday)

About Balfour & Co.

Balfour & Co. is one of the world’s leading Collegiate and High School commencement services companies, offering innovative, personalized products like class jewelry, yearbooks, regalia, school uniforms and photography. With brands such as Balfour®, GradImages®, ArtCarved®, and more, we’ve been helping students celebrate life’s most meaningful moments since 1913. Balfour has around 4,000 employees and operates in 3 countries.

Position Summary:

Desktop Support Specialist provides technical support to users, troubleshoot software and hardware issues, and plays a crucial role in maintaining computer systems for businesses. The role involves troubleshooting hardware and software issues, setting up computer systems, and maintaining our network.

Essential Position Functions:

• Respond to user inquiries regarding computer software or hardware operations to resolve problems.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Oversee the daily performance of computer systems.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Conduct office automation feasibility studies, including workflow analysis, space design, and cost comparison analysis.
• Prepare evaluations of software or hardware and recommend improvements or upgrades.
• Manage security options and software in computers and networks to maintain privacy and protection from attacks.
• Collaborate with network engineers, systems analysts, programmers, and other IT staff members to solve complex issues.
• Provide training and support to users to help them become more proficient and self-sufficient with their computer equipment and software.
• Effectively collects information, understands incidents users are experiencing and performs diagnostic procedures to isolate and resolve issues.
• Monitors and Maintains end-user IT services to ensure the availability and continuity of business operation.
• Monitors IT infrastructure and cybersecurity platforms.

EDUCATION/EXPERIENCE:

• Bachelor’s degree in technology, Computer Science, Telecommunications or similar preferred.
• 4 years of IT experience as desk engineer or remote end user tech support.
• Extensive and strong knowledge on Windows environments tech support (desktops, servers, active directory, O365).
• Good knowledge of Networking Firewalls, Switches Routers, Cabling, VoIP and (TCP/IP, DHCP, VPN, VoIP)
• Strong knowledge of Microsoft environment tech support (Windows 7, 10, 11), active directory.
• Knowledge of Cybersecurity (PCI compliance, ISO 27000, Antivirus, Patch management)