About the Role:

We are seeking a highly skilled and experienced Senior IT Support Engineer II to join our dynamic IT team. As a tier three professional, you will play a crucial role in providing advanced technical support, with a focus on Audio-Visual (AV) support and Jira administration. You will provide remote support to users in the US, CAN, EU, and on-site support to our new CDMX office. The ideal candidate will bring extensive experience in troubleshooting complex technical issues, managing AV infrastructure, and leveraging Jira to enhance organizational efficiency. The candidate must be fluent in both Spanish and English. This is a M-F on-site position at our CDMX office.

What You’ll Do:

• Collaborate with Tier One and Tier Two support as a point of escalation for complex technical issues, demonstrating a deep understanding of IT systems, networks, and infrastructure
• Provide expert technical support for Okta, Google Workspace, Slack Enterprise Grid, Jamf, Intune and the Atlassian Suite
• Analyze and identify root causes of recurring issues, implementing long-term solutions to improve system reliability
• Provide direct white-glove support to executives
• Design, implement, and maintain AV solutions for conference rooms, meeting spaces, and all-hands venues
• Collaborate with cross-functional teams to lead and manage all-hands meetings, ensuring smooth execution of technical aspects such as live streaming, audio quality, and video presentations
• Provide on-site support during critical events, troubleshooting issues in real-time to minimize disruptions
• Administer and configure Jira to meet the organization's specific needs, ensuring optimal performance and user experience
• Collaborate with development and project teams to customize Jira workflows and enhance overall project management efficiency
• Manage and resolve IT support tickets for US, CAN, MX, and EU employees. Ensuring timely and effective resolution of issues and maintaining detailed documentation for tracking and reporting purposes

What We’re Looking For:

• Bachelor's degree in Information Technology, Computer Science, or a related field OR equivalent experience
• Proven experience in a Tier Three IT support role, with a focus on AV systems and all-hands meeting management
• Strong expertise in Jira administration, including customization, workflow management, and user support
• In-depth knowledge of audio-visual technologies, including video conferencing systems, sound systems, and display technologies.
• Excellent troubleshooting skills and the ability to analyze complex technical issues efficiently
• Strong interpersonal and communication skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
• Relevant certifications in IT support, AV technology, or Jira administration are a plus.
• Proficiency to script in one or more languages(Bash, Python, Ruby, etc.) a plus.
• Expert knowledge of Okta, Google Workspace, Slack Enterprise Grid, Jamf, Intune and the Atlassian Suite