Global Technology Engineer

We are looking for someone who wants to excel in an international working environment by providing a "red carpet" experience for cinema customers. As part of the Operations team, the Global Technology Specialist can take on the following challenges:

Location- Mexico City

Support our cinema customers and partners via the Service desk and project a professional image through phone and/or email interactions 
Troubleshoot issues remotely or via the phone for customers, technicians, and partners 
Investigate logged cases and take appropriate actions to resolve issues per SLA
Review and respond to customers cases via our CRM tool
Create parts orders to send appropriate replacement parts to resolve system issues 
Work with supervisor and other team members to diagnose complex issues as a team 
Escalate issues as needed to ensure customer issues are handled expeditiously 
Monitor the soundness of the customers configuration with the purpose to proactively solve upcoming issues
 

Your Profile

As a fast-paced and dynamic team, we are looking for someone who shares our passion for results and cinema. As Global technology Engineer, no two days will be the same. You are an ideal fit if this is you:

Fluent in English, spoken and written knowledge of any other European language is a plus 
Customer oriented putting the needs of the clients first
Team player supporting common goals
Active communicator at ease speaking with customers
Comfortable with ambiguity - able to keep moving forward in an ever-changing business and landscape
High attention to detail in everything created or reviewed
Availability to work flexible eg. to guarantee coverage on public holidays
 

Your experience

If you've got these in your background, we should talk.

You demonstrate 1-3 years experience in a technical support role
You are knowledgeable in Microsoft Office
The following experiences are definitely a plus:  
Experience with electronics troubleshooting
Experience with video equipment, such as projectors
Experience with network configuration
Experience with Salesforce CRM solutions
Experience with installing and/or repairing cinema, or AV Projection Equipment and/or providing technical support
Certified Technology Specialists (cinema equipment, A.V. projection, & network)
Knowledge of analogue and digital theory

• Position is for night shift: 11p-8a CST rotating days
• Availability to work flexible schedule including evenings, weekends and holidays.
• English/Spanish Fluency
• Portuguese is a plus