About this role
About the Role
BlackRock is a global leader in investment management, risk management, and advisory services. With more than $10 trillion in assets under management and a global workforce of approximately 30,000 employees across more than 30 countries, BlackRock is committed to delivering exceptional outcomes to clients through technology, innovation, and operational excellence.
The Analyst – Technical Support role is a junior professional position within BlackRock’s Digital Workplace organization. While junior in title, this role requires a seasoned technical professional capable of independently resolving complex end-user technology issues in a structured enterprise environment.
The position is based in Mexico City and provides remote technical support to employees and offices across Colombia, Chile, Brazil, and the Dominican Republic, operating within established procedures, security standards, and regional service models.
Position Overview
The Analyst – Technical Support contributes to the stability, reliability, and user experience of Digital Workplace services across the LATAM region. The role focuses on hands-on technical execution, incident resolution, operational discipline, and customer service while working within defined processes and escalation frameworks.
This role does not include formal people management, project leadership, or service ownership responsibilities. Progression to Associate level is based on performance, scope expansion, and business needs.
Key Responsibilities
Provide in-person technical support in Mexico City and remote technical support to employees located in Colombia, Chile, Brazil, and the Dominican Republic.
Deliver advanced troubleshooting and resolution for desktops, laptops, mobile devices, peripherals, and standard enterprise applications.
Independently diagnose and resolve complex technical incidents within established operational procedures and service expectations.
Provide support-level assistance for Market Data applications, including Bloomberg and Sibolsa, coordinating escalation with Market Data or senior support teams as required.
Log, manage, and resolve incidents and service requests using ServiceNow, ensuring accurate, timely, and complete documentation.
Install, configure, maintain, and troubleshoot Windows-based workstations and mobile devices.
Collaborate closely with other team members, Market Data teams, and global IT partners to resolve issues effectively.
Follow defined escalation paths for high-impact, regulatory-sensitive, or systemic issues.
Support technology lifecycle activities including hardware refresh programs, operating system upgrades, and regional office changes.
Participate in business-critical meetings, events, or planned technology activities as required.
Contribute to knowledge base articles and procedural documentation under guidance.
Conduct weekly audits of inventory status for end-user computing equipment and peripherals, proactively flagging critical low inventory levels in accordance with established thresholds and procedures.
Ensure full adherence to security, operational, and compliance standards at all times.
Skills and Experience
Three or more years of experience in desktop support, deskside support, or enterprise IT support roles.
Strong hands-on experience supporting Windows operating systems and Microsoft Office 365.
Demonstrated ability to troubleshoot and resolve complex technical issues independently.
Required support-level knowledge of Market Data applications, including Bloomberg and Sibolsa.
Experience working with IT service management tools such as ServiceNow.
Proven customer service orientation with the ability to interact professionally with business users.
Ability to manage multiple incidents simultaneously and prioritize work based on business impact.
Familiarity with AI productivity tools such as Microsoft Copilot is beneficial.
Language and Education Requirements
Spanish: Native or fully fluent (required).
English: Working proficiency
Bachelor’s degree in Computer Science, Information Technology, or a related field is desirable but not mandatory.
Additional Information:
This role is based full-time in the Mexico City office.
The position includes regional remote support responsibilities across LATAM.
Occasional after-hours or weekend work may be required for planned activities.
This role does not include people management or project leadership responsibilities.
The position supports career development and progression to Associate, based on performance and business requirements.
Our benefits
To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.
Our hybrid work model
BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.
About BlackRock
At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being. Our clients, and the people they serve, are saving for retirement, paying for their children’s educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.
This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.
For additional information on BlackRock, please visit @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock
BlackRock is proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.
BlackRock will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance law.blackrock