It Customer Support Specialist Ii (Chihuahua)

Join Resideo's One IT team that offers IT support to Resideo end users across the globe. You will deliver the most effective, secure, and responsive service to our customers and enable them to make informed decisions in a connected way. You will provide contemporary services and make it easy for users to engage with IT. You will support a growing user base while managing multiple projects simultaneously. You will guide junior staff and be the point of escalation for complex technical issues. You will perform root cause analysis and ensure closure of issues to ensure the highest levels of customer satisfaction. Provide accurate and fast solutions to IT issues to help customers achieve a consistent, seamless IT experience in a fast‑paced environment. Recommend and implement improvements and root cause analysis to deliver the best timely solutions, improving customer satisfaction and experience. Implement plans and recommend changes to hardware, software and processes to achieve department goals and ensure best‑in‑class IT Support.

Job Duties

• Provide end-to-end IT support to ensure seamless user experience and system functionality.
• Create and maintain self‑help documentation to empower users and reduce support requests.
• Set up, configure, and decommission IT assets in alignment with lifecycle management policies.
• Maintain accurate documentation and generate reports to support IT operations and compliance.
• Deliver end‑user training to promote effective use of IT tools and systems.
• Test, troubleshoot, and develop solutions for technical issues to ensure long‑term resolution.
• Participate in internal and external audits by providing required IT documentation and support.
• Perform root cause analysis to identify and resolve recurring technical problems.
• Monitor, track, and follow up on issue resolution to ensure timely closure and user satisfaction.
• Manage and maintain inventory of IT equipment and supplies.
• Lead and coordinate IT projects and initiatives with service providers and internal teams.

You Must Have

• Fluent in conversational English with strong communication skills.
• Minimum 5 years of IT experience within the manufacturing industry.
• Proficient in Windows OS, Microsoft Office 365, and IT hardware support.
• Experienced in coordinating cross‑functional teams for IT project execution.

We Value

• Experience with SharePoint and Microsoft Suite.
• Client service experience; Bachelor's degree is a plus.
• Understand networking concepts, servers, LANs/WAN.
• Experience in root cause analysis and technical diagnostics.
• Excellent customer focus.
• Conveys information with clarity, ensuring messages are understood across diverse, global teams.
• Ability to use desktop computer hardware and software knowledge to assess, diagnose, and correct problems.
• Programming knowledge is a plus.
• Effectively demonstrates ability to deliver on complex situations or problems without guidance or supervision.

What's in It for You?

• Benefits that go beyond Mexican labor law, ensuring your well‑being and peace of mind.
• A collaborative and inclusive work environment where your contributions are valued.
• Opportunities for continuous professional growth and skill development through training, mentoring, and challenging projects.
• Access to cutting‑edge tools, resources, and a supportive team to help you excel.
• The chance to work with an integral, innovative company shaping the future in its industry.