Technical Support Specialist

Salvo Software is a global technology company specializing in custom software development and advanced engineering solutions. With distributed teams across the US, LATAM, and India, we partner with clients to build high-performance, scalable systems that solve complex technical challenges. Our culture values innovation, ownership, and engineering excellence.

Role Overview
We are seeking a Mid-Level Technical Support Specialist to keep our distributed teams across the Americas productive, secure, and connected. You will be the first point of contact for technical issues, own the day-to-day lifecycle of devices and user accounts, and help maintain the internal systems our teams rely on.

This role collaborates with our DevOps Engineer, who defines infrastructure and security standards and handles complex technical issues that require deeper investigation.

Key Responsibilities

• User Support: Provide remote Tier 1 and Tier 2 support for users across multiple locations in the Americas, resolving hardware, software, network, and access issues.
• Endpoint Management: Handle the full lifecycle of NUC computers and other devices: provisioning, configuration, updates, troubleshooting, and retirement.
• Identity & Access: Manage user accounts, groups, and permissions in Active Directory and related systems, applying the access levels defined for sensitive, licensed OEM data.
• Onboarding & Offboarding: Set up and remove access, devices, and accounts for incoming and departing team members.
• Network & Connectivity: Support VPN access and help diagnose connectivity issues for remote users and office locations.
• Infrastructure Projects: Support hardware upgrades and configurations, including routers, firewalls, and switches, in line with Salvo’s infrastructure standards.
• Security Hygiene: Apply patches, maintain endpoint protection, and enforce MFA and other security policies across devices and accounts.
• Asset Inventory: Keep an accurate record of hardware, software licenses, and device assignments.
• Documentation: Maintain clear tickets, runbooks, and troubleshooting guides so recurring issues are solved faster.
• Escalation: Identify issues that need deeper investigation and hand them off to the DevOps Engineer with complete context.

Requirements:

• Experience: 3–5 years in IT or technical support, including hands-on work with end-user devices and accounts.
• Windows & Active Directory: Solid experience supporting Windows environments and managing users and permissions in Active Directory.
• Endpoints: Experience provisioning, imaging, and troubleshooting desktops, laptops, or small form-factor PCs.
• Networking: Working knowledge of networking fundamentals (DNS, DHCP, VPN, Wi-Fi) and basic configuration of routers, firewalls, and switches.
• Security Basics: Familiarity with patch management, endpoint protection, MFA, and access control best practices.
• Ticketing & Documentation: Experience with a ticketing system and writing clear technical documentation.
• Scripting (Preferred): Basic PowerShell or Bash to automate repetitive tasks.
• Language: Advanced English, spoken and written (B2 or higher), and fluent Spanish.
• Customer Focus: Patient, clear communicator who can guide non-technical users through solutions remotely.
• Location/Communication: Based in Mexico and comfortable supporting teams across Americas time zones.