IT Support Engineer

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.