Technical Support Specialist (Hybrid)

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Date: Mar 3, 2024

Location: Mexico City, MX

Company: Associated Press

The Associated Press is an independent global news organization dedicated to factual reporting. Founded in 1846, AP today remains the most trusted source of fast, accurate, unbiased news in all formats and the essential provider of the technology and services vital to the news business. More than half the world's population sees AP journalism every day.

 

The AP seeks a motivated technical support specialist to join its team based in Mexico City.

 

The global technical support team provides 24x7x365 support for all products and services for AP staff and its external clients.  Technical Support Specialists assist with resolving technical issues reported by staff and external clients via email/cases, phone, and live chats.

 

RESPONSIBILITIES:

•  Assist external clients with APIs setups

• Assist and support Elections setup and applications

• Troubleshoot and resolve issues related to Azure, Intune, SCCM and other tools used for deployment and management of AP hardware and back-office applications

• Deploy and support MAC and PC hardware

• Provide support during special events

• Deploy and support iOS and Android mobile devices

• Setup photo and video equipment

• Provide account management, password resets, assist with management of membership of distribution lists and groups for AP staff

• Provide account management for portals used by the AP external clients

• Provide support for video technology and services used by the external clients and AP staff

• Troubleshoot Amazon and Microsoft cloud-based applications

• Support third party tools used for collaboration and information sharing

• Track all support activities through AP support tools

• Troubleshoot and resolve issues with printers, conference rooms equipment, and other office equipment

• Troubleshoot and resolve issues with VPN connections / Wi-Fi networks/ VOIP phone systems

• Provide peer to peer training on as needed basis

• Work on special projects, as necessary

• Travel may be required

• Work on bureau relocations and setup, as necessary

• Must be available to work flexible hours and longer shifts, as necessary

 

QUALIFICATIONS:

• College degree, technical degree or equivalent experience is required

• 1+ year(s) customer support experience (telephone, email, online chat, etc.) is required

• Prior news and media industry experience is a plus

• Must possess a service-oriented attitude and be able to communicate and coordinate well with clients and global team members via designated work channels

• Communicate effectively and professionally with staff of all levels

• Proven ability to work in a team environment

• Must be a self-starter with the ability to multi-task, manage multiple workloads, take accountability, and deliver results to meet competing priorities in a busy environment

• Familiarity with client integrations pertaining to various content management systems and vendor solutions

• Experience with Windows, UNIX, Linux, and MAC OSs is a plus. 

• Understanding of network protocols TCP/IP, HTTP, FTP, SMTP and NNTP. Must be able to troubleshoot problems related to these protocols

• Working knowledge of video and audio technology is a big plus

• Working knowledge of modern hardware deployment technology and be able to assist with any issues

• Working knowledge of XML and Jason is a big plus

• Knowledge of Salesforce and EasyVista is a big plus

 

Required Qualifications:

• Authorization to work in Mexico will be mandatory.

• Advanced-level professional competency in written and spoken English, plus Spanish or Portuguese.

 

We will consider strong candidates who do not meet every listed qualification. You may use a cover letter to describe the unique qualifications you would bring to this role.

 

Application Deadline: 11:59 PM ET on February 16, 2024

 

AP seeks to build an inclusive organization grounded in respect for differences. We support all aspects of diversity and provide equal employment opportunity to all employees and applicants without regard to race, color, religion, sex, marital status, national origin, age, sexual orientation, gender identity, disability or status as a veteran. We encourage members of traditionally underrepresented communities to apply.


Job Segment: Technical Support, Telecom, Telecommunications, Unix, Linux, Technology

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