2nd Line Support Analyst

Marketing Castro is an independent agency with 550 employees in offices across Mexico. Creative, strategy, media and analytics staff work together in dedicated account groups.

The role

Marketing Castro is looking for a 2nd Line Support Analyst to join a small, steady team. Hands-on support role. You'll set up laptops, fix Wi-Fi issues, reset MFA and walk people through things patiently. Our IT team closes around 600 tickets a month and needs one more person on the desk. Remote position. Most of the team is in Mexico City, but nobody is required to come in. Strong written English is important, since much of our work is async.

Key responsibilities

• Escalate network, server and application problems to the right team with clear notes.
• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone.
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf.
• Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint.
• Set up new hires with accounts, equipment and access on day one, and collect equipment from leavers.
• Connect remote users to VPN and troubleshoot access issues.
• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID.

What you need

• 3+ years of help desk or desktop support experience.
• High school diploma or GED required. Associate degree in IT preferred.
• Customer service skills and patience with non-technical users.
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting.
• Working knowledge of Windows 10/11 and basic macOS support.
• Valid driver's licence and reliable transportation for travel between sites.

Preferred

• Network+ or Microsoft MD-102 certification.
• Basic PowerShell scripting.
• Meraki or Ubiquiti networking gear.

Schedule: Weekdays, 7:00 AM to 3:30 PM

Salary range: MXN 23,000 - MXN 30,000/month

Perks and benefits

• Private health insurance.
• Home office equipment.
• Meal vouchers.
• Life insurance.
• Savings fund.
• 13th-month bonus.
• Annual bonus.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Marketing Castro.