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Full time
Hybrid
Santa Fe (Ciudad de México) , Mexico
IT Support Analyst - English
Introduction
Are you passionate about technology and customer service? Are you looking for an environment where your positive attitude and eagerness to learn are valued just as much as your technical knowledge? This is your opportunity to grow within a global, diverse, and collaborative team, where every day is a chance to make a difference!
About the Role
We're looking for people who embody our values, aren't afraid to challenge, innovate, experiment, and move at a fast pace. We're always looking for ways to improve our products and ourselves. If this is you, we'd love to talk.
As an IT Digital Workplace Support Technician, you will be the first point of contact for users, providing technical support. You will handle requests related to passwords, email, and basic troubleshooting, using ticketing systems and collaborative tools. You will work closely with global and local teams, supporting people at all levels—from interns to executives—in an environment where diversity and inclusion are key.
What You Will Do
- Executing primarily 1st line IT support within the scope of Digital Workplace, to all internal customers globally
- Contribute to customer satisfaction and continuous efficiency improvements. Needs to communicate effectively with customers and key stakeholders.
- Local Support in collaboration with 2nd level IT teams
- Execute and cooperate close with other IT support teams
- User administration and AD Tasks.
- Processing and taking ownership of tickets from customers, be able to reassign ticket to the appropriate groups when necessary
- Train and educate of users in relation to IT workplace and collaboration tools
- Work according to processes Incident, Request, and Problem Management
- Follow internal IT audit requirements
- Follow KPIs relative to mission responsibility
Who You Are
- Fluent in both English and Spanish.
- 1 to 2 years Experience from IT service support, preferably in a global organization working across sites collaborating within own team and supporting stakeholders and customers.
- Remote and phone-based support experience (mandatory).
- Self-driven and team player.
- Customer oriented.
- Communication & interpersonal relationship skills.
- Delivers with quality and speed.
- Embrace and live our Beliefs and Behaviors - Care, Courage, Collaboration and Commitment
- Knowledge in technical support (hardware/software, Office 365, Active Directory, ticketing systems).
What We Can Offer You
Our purpose, Breaking Barriers to Well-being, provides meaning to everything we do. Working at Essity means a chance to improve well-being for people and opportunities to drive positive change for the society and the environment. As an employee at Essity, you will belong to an organization where you feel valued and supported to grow, and challenged to generate business results in a collaborative and open atmosphere. Innovate for Good
Excel Together
Be You with Us
Excel Together
Be You with Us
Why Essity?
At Essity, your professional development is a priority. We offer a flexible, safe, and diverse environment where your authenticity is welcome and your growth is supported by committed leaders. Enjoy competitive benefits, learning opportunities, and the chance to make a positive impact on people’s lives and the planet.
Join us and make a difference!
#InnovateForGood #ExcelTogether #BeYouWithUs #DigitalSupport #ITTalent #SantaFe #ProfessionalGrowth #Diversity #Inclusion
#Essity-MX