About us:

Working in technology at Elsevier means that your work really does matter – it changes lives. And you’ll see the real-world impact of your day-to-day efforts.

Our technologists have applied new machine learning models to reduce gender biases against women in academia and developed technology to help medical professionals more accurately diagnose conditions that may have otherwise been missed. Whether you’re supporting the business to be more efficient, building better infrastructure to help things run more smoothly, or if you’re part of a team creating products for the customers we serve, there’s always a new challenge you’ll be helping to solve.

About the Team:

Elsevier is a global leader in advanced information and decision support for science and healthcare. We believe that by working together with the communities we serve, we can shape human progress to go further, happen faster, and benefit all. For more than 140 years, we’ve helped impact makers to advance science and healthcare to advance human progress, and that same mission drives us today.

About the Role:

We are seeking a highly skilled and motivated Technical Support Specialist III to join our IT Operations team in Mexico City. This senior position serves as a primary escalation point for help desk support specialists, providing advanced technical assistance to computer system users and resolving complex IT issues. The role involves supporting hardware, software, and infrastructure, ensuring system availability and minimizing downtime across the organization.

Responsibilities:

•     Serve as the primary escalation point for Service Desk Specialists.
•     Monitor, support, troubleshoot, and resolve operating issues, including failures and service level degradation.
•     Initiate corrective actions to ensure connectivity and minimize downtime.
•     Perform complex and escalated troubleshooting for IT infrastructure (hardware, software, telecommunications, business applications, customer connectivity).
•     Configure and set up workstations and laptops.
•     Develop detailed technical documentation and standard operating procedures (SOPs).
•     Respond to internal and external inquiries regarding computer hardware/software to resolve complex problems.
•     Perform daily backup procedures and ensure compliance with IT security standards.
•     Liaise with third-party vendors for problem resolution and rollout of new software packages, upgrades, and hardware.
•     Provide technical support at trade shows, including occasional travel (<25%).

Participate in troubleshooting sessions and advise colleagues on resolution strategies.
•     Ensure IT infrastructure availability through monitoring tools and proactive issue resolution.

•     Perform all other duties as assigned.

Requirements:

•     Education: 2-year technical degree + Bachelor’s degree required; technical certifications or equivalent work experience.
•     Experience: 3+ years of Service Desk Specialist experience.
•     Certifications: A+ Certification or other relevant technology certifications preferred.
•     Technical Skills:
•     Advanced troubleshooting of IT infrastructure and operations issues.
•     Hardware/software installation and configuration.
•     Knowledge of backup procedures and monitoring tools.
•     Strong written/verbal communication and technical documentation skills.
•     Ability to travel occasionally (<25%).

Work in a Way That Works for You:

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

This is a full-time role (48 hours per week) based in Mexico City. Our teams operate in a flexible hybrid work model, combining in-person collaboration with remote flexibility.

Working for You:

We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

Private Medical/Dental Plan
•     Savings Fund
•     Life Insurance
•     Meal/Grocery Voucher

About the Business:

A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice.

What you do every day will help advance science and healthcare to advance human progress.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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