Internal Client Engineer (Mexico)

As an Internal Client Engineer at Glia, you will be responsible for providing first-line technical support, troubleshooting complex IT problems, managing user accounts, and implementing IT security measures. You will also be involved in system updates, training employees, and collaborating with various teams to enhance productivity.

To qualify for the Internal Client Engineer position at Glia, candidates should have a bachelor's degree in Computer Science or a related field, at least three years of IT experience, and a strong understanding of IT infrastructure and security. Proficiency in English and good problem-solving skills are also important.

An Internal Client Engineer at Glia will work with a diverse range of technologies including Google Suite, Atlassian products, AWS, Slack, and GitHub. Familiarity with tools such as Jamf, Scalefusion, and Okta is also beneficial in this role.

The Internal Client Engineering team at Glia is globally distributed, providing support to employees across various locations. The role is based in Mexico, operating in a hybrid model, allowing for collaboration across different geographies while ensuring prompt support and communication.

Glia provides competitive salaries, professional development support, access to the latest tools, and a variety of team events. Employees also benefit from sports compensation and generous referral bonuses, all in a diverse environment represented by 25 different countries.

When troubleshooting a complex IT issue, it’s crucial to systematically identify the problem. Start by gathering pertinent information from the user, understanding the symptoms, and then replicating the issue if possible. Utilize your knowledge of the systems involved and follow documented protocols, escalating to specialized support if necessary.

I have hands-on experience implementing IT security measures such as antivirus software, firewalls, and data encryption. My approach includes regular system updates and employee training to ensure everyone is aware of best practices. Staying updated with emerging technologies helps me continuously improve our security posture.

I have utilized several project management tools such as Jira and Trello, which help keep tasks organized. I prioritize communication within the team to ensure that everyone is aligned with the project goals and deadlines, facilitating a smooth execution of IT projects.

In situations where an employee is frustrated, I prioritize empathy and active listening to understand their concerns. I assure them that I am here to help and provide clear communication throughout the troubleshooting process. Offering timely updates and solutions can help alleviate their frustrations.

Managing end-user accounts involves regularly reviewing permissions to ensure they align with job roles. I use access control policies to determine user levels and perform audits to maintain compliance while also providing necessary trainings to keep users informed about security protocols.

To stay current with emerging technologies, I actively participate in relevant webinars, follow industry blogs, and engage with professional networks. I also take advantage of professional development opportunities offered by my employer to deepen my knowledge about new tools and methods in IT.

One challenging IT project I worked on involved migrating a large amount of data to a new server while ensuring minimal downtime. I developed a detailed plan, communicated with all stakeholders, and executed the migration successfully by keeping contingency measures in place to handle any issues that arose.

I have extensive experience providing remote IT support via tools like Zoom and TeamViewer, allowing me to assist users regardless of their locations. I focus on maintaining clear communication and guiding users through technical issues step-by-step until they are resolved.

I prioritize my tasks based on urgency and impact. I utilize tools to track and manage requests and ensure that high-priority issues affecting productivity are addressed first. Regular check-ins with team members help to align our efforts and prevent any bottlenecks.

Building trust is essential in fostering good relationships with employees. I believe in being approachable, consistently demonstrating reliability, and actively seeking feedback. These practices help employees feel valued and supported when they face technical challenges.