The Trevor Project is hiring a
Technology Support Analyst, Remote - Mexico

Summary

The job is for a Technology Support Associate/Analyst at The Trevor Project, a full-time remote position in Mexico. The role involves providing technical support, drafting knowledge articles, assisting during onboardings and offboardings, and participating in larger technology projects. The candidate should have experience working in a technology helpdesk role, be detail-oriented, innovative, empathetic, user-centric, self-motivated, and fluent in English and Spanish.

Requirements

• Experienced. You have experience working in a technology helpdesk role
• 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

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• 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