Technology Support Analyst MX

Job Title: Technology Support Associate US / Technology Support Analyst MX

Level: MX Analyst

Hours: Full time (9-6 CST. Monday to Friday)

Location: México (remote)

Salary Range: MXN 18-22k mo

Overview

Every day, and in every role, our staff contribute to our critical mission of ending suicide among lesbian, gay, bisexual, transgender, queer & questioning young people, while fostering an inclusive approach our direct work and engagement with Trevor colleagues across the organization while fostering an inclusive approach to your direct work and engagement with Trevor colleagues across the organization, while continually growing our LGBTQ competency and awareness.

The Technology Support Analyst will be part of a 24/7 team that provides world-class platform monitoring and Tier I/Tier II technical support to our life-saving staff, volunteers, and the users of our services. This individual will triage incoming support requests resolving issues when possible and escalating to the appropriate persons when needed. The Technology Support Associate will partner closely with other members of the Technology Team to complete tasks on exciting projects that will drive innovation and improve the user experience at The Trevor Project.

Who You Are

• Experienced. You have experience working in a technology helpdesk role. You have macOS, Salesforce, and Google Workspace experience at least for 1 year.

• Collaborative. People look to you to explain complex concepts in a way that they can understand, regardless of their technical acumen.

• Perpetual Learner. You are energized by learning about new topics, can quickly get up to speed and contribute to initiatives and have a track record of quickly learning new technologies.

• Detail-oriented. You are aware that paying attention to small details can have a massive impact on the organization, and you take steps to make sure your work is thorough and complete.

• Innovative. You stay up-to-date on the latest research in tech, but always approach the problem-solving process with practical, simple, and proven methods.

• Empathetic. You care about the wellbeing of LGBTQ+ youth and respect those around you regardless of race, ethnic origin, gender, age, sexual orientation, gender identity, physical ability, or other aspect of their identity.

• User-centric. You can put yourself in the shoes of the audience and oversee operations that prioritize their experience alongside efficiency and effectiveness.

• Self-motivated. You are motivated to do your best work each day, and do not need anyone to pressure you to complete your job duties.

• Strong 100% Bilingual Communicator. You have strong verbal and written communication skills. You can communicate clearly and concisely in English and Spanish.

• Passionate. You care about LGBTQ+ youth. You care about saving lives. You want to come to work and feel inspired every day. You want to change the world.

• Fun. The work we do is very serious, but that doesn’t mean we don’t have fun. We know how to have a good time and you should too.

What You’ll Do

• Provide Tier I and Tier II technical support to staff, volunteers, and users of our services

• Lend to institutional knowledge and documentation by drafting knowledge articles for new and resolved issues

• Support during the onboardings an offboardings. Partnering with our supplier, assure that MX staff count with their laptop and required software at the beginning of their journey, and  at the end of it, the equipment comes back to our inventory.

• Provide preliminary diagnosis and triaging for a range of technical incidents

• Execute the complete problem-solving process, from isolation to resolution and root-cause analysis

• Support and train users during the deployment of new technologies or features

• Communicate with team and cross-functional stakeholders during incidents, making sure any issues get escalated to the appropriate team member promptly

• Occasionally translate documentation and deliver training orientations

• Complete individual tasks as a part of larger technology projects and initiatives

• Other tasks, duties, or special projects as assigned.

Why Trevor?

• A career that truly makes a difference in the lives of LGBTQ+ young people–every single day

• You’ll get health and life private insurance

• Savings Fund

• Employee Assistance Program to  help with confidential emotional support, work life solutions, financial solutions, legal assistance, or online support

• Generous vacation and floating days from day 1.

• Remote work from Mexico

• Professional and Learning Development Trainings/Education: including a professional subscription to LinkedIn Learning, providing access to more than 13,000 high quality on-demand courses.

• A workplace where you can be yourself

The Trevor Project provides equal employment opportunities (EEO) to all employees and qualified applicants for employment without regard to race, color, religion, gender, gender identity or expression, ancestry, sexual orientation, national origin, age, handicap, disability, marital status, or status as a veteran. The Trevor Project complies with all applicable laws.

Specifications

Human interaction required. Kindness is a must.

Customer oriented. Remember that people are reaching out to you because of tech issued they’re not experts

You’ll need to translate some documentation, so grammar and orthography proficiency are extra points.

Although remote work is our way, you’ll be asked to attend an in-person meeting from time to time.