Onsite Support Technician

Iron Systems is an innovative, customer-focused provider of custom-built computing infrastructure platforms such as network servers, storage, OEM/ODM appliances & embedded systems. For more than 15 years, customer have trusted us for our innovative problem solving combined with holistic design, engineering, manufacturing, logistic and global support services.
**Job Title: Support Technician**

**Location:Contadero, Cuajimalpa de Morelos, 05349 Ciudad de México, CDMX, Mexico**

**SUMMARY OF ROLE**
- This position has frequent contact with end users, peers, and managers, primarily face-to-face as desk-side support for service requests and on-site problem resolution.

**KEY RESPONSIBILITIES**:

- Provide customer facing end-user support for the Global Service Delivery Desktop team
- As an Onsite Support Technician with minimum of 3+ years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:

- Provide customer facing end-user support that includes:

- Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
- Perform Break Fix, Desk Side Support,Data Migration, Refreshes, etc.
- Perform onsite updates, Configuration changes, or Software installations.
- Provide onsite technical assistance to End Users.
- Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
- Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
- Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
- Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs.
- Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
- Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
- Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
- Provide On-call support if required outside business hours on a rotational basis
- Provide Hand and Feet support for network data and voice devices
- Able to work remotely with little or no supervision and have highspeed wifi available

**License(s) / Certification(s)**:

- CompTIA A+,ACSP