Service delivery technician, distribution center (Tepotzotlán)

Service Delivery Technician, Distribution Center • Tepotzotlán, Estado de México

As a Service Delivery Technician you will deliver on‑site IT support to ensure operational continuity of critical warehouse systems, minimizing downtime and enabling associates to efficiently execute receiving, picking, packing, and shipping activities.

Job Requirements

• 5–7 years of experience in an IS/IT environment with in‑depth technical knowledge of workstation hardware and software, printers, network and peripheral equipment (scanners, tape‑drive, RF terminals, etc.)
• Preferably AA/BSc degree in Computer Sciences or related technology field
• Fluent in English; knowledge of additional languages is an asset
• Technical certifications such as MCSE, MCTS, Apple Care Hardware, A+, Cisco are preferred
• Working knowledge of Microsoft Windows Server, Windows, Mac OS, local area networks and the VF wide area network
• Advanced knowledge of Microsoft products (OS & Office), Apple OS/iOS, Citrix Client
• Willingness to work adaptable shifts, including nights, weekends, holidays, and participate in a 24x7 on‑call rotation

Skills

• Strong technical troubleshooting skills for hardware, software, mobile devices, RF scanners, and warehouse systems.
• Knowledge of Distribution Center operations and ability to support WMS environments.
• Proven ability to manage incidents, prioritize tasks based on business impact, and maintain IT asset control.
• Strong customer service, communication, and teamwork skills; ability to support non‑technical users in a fast‑paced environment.
• Analytical problem‑solving skills and ability to work under pressure, adapt to shifting priorities, and support extended operational schedules.

Key Responsibilities

• Provide technical support to warehouse users and systems, ensuring continuity of Distribution Center operations.
• Diagnose and resolve issues impacting RF devices, barcode scanners, printers, and WMS‑related systems.
• Install, configure, and maintain DC hardware and software following company standards.
• Escalate and resolve critical incidents impacting receiving, picking, packing, and shipping processes.
• Support warehouse network connectivity (Wi‑Fi, mobile devices, access points) to maintain operational efficiency.
• Maintain accurate inventory and lifecycle management of IT assets within the Distribution Center.