IT Support Engineer
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Dedicated IT Support Engineer (Level 1 - On-Site)
Location: On-site (Multiple locations across Mexico: CDMX, Toluca, Irapuato, San Luis Potosí, Villahermosa, Zapopan, Monterrey, Cuautitlán Izcalli, Cuautlancingo).
Employment Type: Full-Time / Dedicated On-Site
Shift: Standard Business Hours (Monday to Friday)
Job Overview
We are looking for a dedicated On-Site IT Support Engineer (Level 1) to manage daily end-user IT support, workplace hardware troubleshooting, and local IT infrastructure maintenance at our client’s facility. This is a full-time, on-site role responsible for delivering prompt technical assistance and maintaining high operational uptime.
Key Responsibilities
- Provide first-line on-site technical support for desktop computers, laptops, printers, mobile devices, and peripherals.
- Diagnose and resolve hardware, software, operating system (Windows/macOS), and local network connectivity issues.
- Execute User Account Management tasks (Active Directory / Microsoft 365 onboarding, offboarding, access requests).
- Perform hardware deployments, system imaging, data migration, and workstation setup for new hires.
- Manage local IT inventory, IT asset tracking, and return/replacement of defective equipment.
- Document all incidents and service requests in the ITSM ticketing system following established SLAs.
- Escalation management: Coordinate with Level 2/3 engineering teams and external vendors for complex technical issues.
Qualifications & Requirements
- Education: Associate’s or Bachelor’s degree in Computer Science, Information Technology, or equivalent practical experience.
- Experience: 1–3 years of experience in hands-on Desktop Support, Helpdesk Level 1, or Field Technical Support.
- Technical Skills:
- Proficiency in Windows 10/11 and Microsoft 365 environment.
- Basic knowledge of networking fundamentals (TCP/IP, DHCP, DNS, LAN/Wi-Fi troubleshooting, patch panels).
- Familiarity with ticketing tools (ServiceNow, Jira, Remedy, or similar).
- Soft Skills: Strong customer service orientation, clear communication skills, and structured problem-solving ability.
- Language: Professional working proficiency in English (verbal and written) is preferred for internal escalation reporting.
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