Bilingual IT Support Analyst – Junior | Service Desk Tier 1

Ultimate Viewpoint; Apodaca; On-site; MXN 193,000 - 231,000; Full time

Benefits offered by this job

Statutory benefits

Job summary

Ultimate Viewpoint in Mexico is seeking a Bilingual IT Support Analyst at junior level to provide onsite assistance to domestic and international end users. Ideal candidates have 1–3 years of corporate IT support experience, with hands-on skills in Microsoft 365, ServiceNow incident management, and system imaging.

The role requires English at B2 level, strong communication, and the ability to configure workstations, manage AD user accounts, and resolve hardware/software issues onsite.

Qualifications

• 1–3 years of proven professional corporate IT support experience.
• B2 conversational English is mandatory.
• Must communicate effectively with international users and IT teams.
• Experience with enterprise IT environments is required.
• ServiceNow incident management experience is mandatory.

Responsibilities

• Provide onsite technical support to domestic and international end users.
• Diagnose and resolve hardware, software, OS, and connectivity incidents.
• Manage corporate user accounts and access permissions via Active Directory.
• Troubleshoot Microsoft 365 applications and services.
• Create, document, update, and resolve incidents using ServiceNow.
• Follow established SLAs for incident resolution.
• Prepare and configure corporate workstations via imaging processes.
• Communicate in English with international users and IT teams.

Skills

B2 English

Phone communication

English for international teams

Education

Degree in Computer Science / IT / Systems Engineering

Tools

Active Directory

Microsoft 365

ServiceNow

System Imaging

Job description

This is a junior-level corporate IT support position requiring 1 to 3 years of proven professional experience.

This role is intended for IT support professionals with hands-on experience in enterprise environments. It is not an entry-level, internship, training, senior, or management position.

Candidates with senior, lead, supervisory, or management-level profiles are not the target for this vacancy. Applicants must meet the technical requirements from day one, as training on mandatory tools and technologies is not part of this position.

POSITION OVERVIEW

We are looking for a Bilingual IT Support Analyst with proven experience in corporate IT environments to provide onsite technical support to domestic and international end users.

The ideal candidate must have practical experience in enterprise user administration, Microsoft 365 environments, ServiceNow incident management, and corporate workstation deployment.

MANDATORY REQUIREMENTS

1. Professional Experience

• 1 to 3 years of proven professional experience in corporate or enterprise IT support.
• Hands-on experience providing technical assistance to business end users.
• Previous experience working in a corporate IT environment is mandatory.
• Residential computer repair, consumer technical support, and industrial machinery maintenance do not qualify as corporate IT support experience.
• B2 conversational English is mandatory.
• Ability to maintain technical conversations over the phone and communicate effectively with international users and IT teams.
• Spoken English proficiency will be evaluated during the recruitment process.

3. Mandatory Technical Skills

Active Directory

• Professional experience managing corporate user accounts.
• User provisioning, onboarding, offboarding, account modifications, and access permissions.

Microsoft 365

• Hands-on experience supporting commercial Microsoft 365 environments.
• License management and troubleshooting of Outlook, Teams, and OneDrive.

ServiceNow - Mandatory

• Proven professional experience using ServiceNow for incident management.
• Creating, documenting, updating, tracking, and closing support tickets.
• Experience working with established Service Level Agreements (SLAs).
• ServiceNow experience is mandatory. Jira or other ticketing platforms alone are not accepted as a substitute.

System Imaging

• Experience with corporate PC formatting, cloning, imaging, deployment, and workstation configuration.

Hardware and Software Support

• Troubleshooting business laptops and desktop computers.
• Corporate network printers, scanners, and mobile devices.
• Operating system, software, and hardware incident resolution.

Network Connectivity

• Basic troubleshooting of wired and wireless network connectivity.

KEY RESPONSIBILITIES

• Provide onsite technical support to domestic and international end users.
• Diagnose and resolve hardware, software, operating system, and connectivity incidents.
• Manage corporate user accounts and access permissions through Active Directory.
• Troubleshoot Microsoft 365 applications and services.
• Create, document, update, and resolve incidents using ServiceNow.
• Follow established service-level agreements (SLAs).
• Prepare and configure corporate workstations through system imaging processes.
• Communicate in English with international users and IT teams to resolve technical issues.

EDUCATION

Completed technical degree or completed university studies in Computer Science, Information Technology, Systems Engineering, or a related field.

Important: Current university students, interns, and candidates without professional corporate IT support experience will not be considered.

EMPLOYMENT CONDITIONS

• Salary: $19,000 MXN NET per month.
• Statutory benefits.
• Work arrangement: 100% onsite.
• Schedule: Monday to Friday.

The salary budget is fixed and strictly non-negotiable.