IT Support/Mexico

Introduction & Summary:
The primary focus of this role is to support local IT operations while serving as the vital link to the central global support team. The ideal candidate should have hands-on expertise in end-user workplace technology and possess strong problem-solving skills to address hardware and connectivity issues effectively.

Main Responsibilities:
This role requires a multi-faceted approach to ensuring smooth IT operations. Key responsibilities include:

• Providing hands-on support for end-user workplace technology: laptops, thin clients, and peripherals.

• Performing hardware tasks such as cabling, device delivery, setup, imaging, and resets.

• Managing local stock and coordinating storage activities to ensure accurate asset tracking.

• Acting as onsite "eyes and hands" for technical room support under the guidance of remote teams.

• Coordinating with global Tech teams for seamless integration and issue escalation.

• Supporting ad hoc IT needs, including troubleshooting first-level hardware and connectivity issues.

• End-to-end coordination with vendors for hardware issue resolution.

• Assisting with password management tasks related to BitLocker, BIOS, and images.

• Managing incidents and troubleshooting software & network issues.

• Supporting new software packaging initiatives.

• Assisting with activation of licenses and necessary IT services during onboarding.

Key Requirements:
To qualify for this position, candidates must possess the following:

• Proven experience in IT support, specifically with end-user technology.

• Strong knowledge of hardware setup, imaging, and troubleshooting.

• Familiarity with network configurations and server support.

• Experience in software packaging and incident management.

• Excellent coordination skills for vendor management.

Nice to Have:
Additional skills that would be advantageous include:

• Experience with SD-WAN and WiFi/LAN support.

• Knowledge of IT service management tools.

• Understanding of cloud technologies and integrations.

Other Details:
This role is situated in Mexico and involves collaborating with both local and global teams.