Field IT Service Support

hace 1 día

Mexicali BC, México Sonova A tiempo completo
y detalle de las actividades

The Field IT Service Support position is part of the local Information Technology team based at the Mexicali site and is responsible for providing on-site IT support to Sonova business entities and users, ensuring the stable operation of IT infrastructure, systems, and services.

Key responsibilities include:

  • Provide local 1.5 and 2nd level IT support, primarily for hardware, software, Windows/Mac devices, networks, and business-critical applications.
  • Diagnose, troubleshoot, and resolve IT incidents and service requests using ServiceNow, ensuring accurate logging, tracking, and documentation.
  • Deliver VIP support in accordance with Sonova's defined processes.
  • Participate in problem identification, root cause analysis, and the implementation of preventive solutions.
  • Support process review, improvement, and re-engineering initiatives related to IT services.
  • Install, configure, maintain, and support computers, peripheral equipment, mobile devices, networks, file shares, and software.
  • Ensure IT asset records are accurate, complete, and up to date.
  • Provide basic support for LAN, WAN, and Internet connectivity, under appropriate direction.
  • Participate in local IT projects and initiatives, including monthly maintenance window activities as required.
  • Collaborate with the Service Desk, third-party vendors, and internal stakeholders to resolve high-priority incidents.
  • Train and coach end users on IT tools, ServiceNow usage, and best practices.
  • Monitor and support mission-critical systems and applications.
  • Perform physical IT-related tasks such as receiving, lifting, transporting, racking/unracking, and cabling equipment.
  • Identify trends in incident reporting and contribute to continuous improvement initiatives.

Experiencia y requisitos

Bachelor's degree in Computer Science, Information Technology, Systems Engineering, or a related field, or equivalent professional experience.

Professional Experience

  • Hands-on experience providing on-site IT support in a corporate environment.
  • Strong experience supporting Microsoft Windows and/or Mac environments.
  • Experience with Windows Server 2012 or later.
  • Active Directory administration experience.
  • Experience using IT ticketing systems, preferably ServiceNow.
  • Ability to perform software upgrades following vendor instructions.
  • Experience supporting business and sales applications is a plus.
  • English proficiency at approximately 80%, both written and spoken.

Technical Skills

  • Hardware and software troubleshooting.
  • Basic network support (LAN, WAN, Internet connectivity).
  • IT asset management.
  • System monitoring and incident resolution.

Competencies

  • Strong service-oriented mindset and customer focus.
  • Analytical thinking and problem-solving skills.
  • Effective communication with users, vendors, and IT teams.
  • Ability to work collaboratively in a team environment.
  • Strong organizational and follow-up skills.
  • Flexibility to manage changing priorities.

Beneficios

  • Beneficios de acuerdo a la LFT
  • fondo de ahorro

Número de vacantes 1

Área Informática/Sistemas/TI/Programación/Software

Contrato Permanente

Modalidad Presencial

Turno Diurno

Jornada Tiempo Completo

Horario

  • Tiempo completo
  • Lunes a viernes
  • Turno Matutino

Estudios Carrera con título profesional

Inglés Hablado: Avanzado, Escrito: Avanzado

Edad años

Disponibilidad p. viajar No

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