Dedicated IT Support Engineer (Level 1 - On-Site)

Dedicated IT Support Engineer (Level 1 - On-Site)

Location: On-site (Multiple locations across Mexico: CDMX, Toluca, Irapuato, San Luis Potos , Villahermosa, Zapopan, Monterrey, Cuautitl n 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.