Customer-Focused IT Service Desk Proximity Agent

BRP; Ciudad Juárez; On-site; MXN 167,000 - 268,000; Full time

Job summary

BRP in Ciudad Juárez, Mexico is seeking an IT help desk/technical support professional to provide end-user support across phone, email, and chat. The role covers equipment setup, standard BRP apps deployment via SCCM, and mobile device support in a manufacturing environment.

You will document incidents, troubleshoot Dell and Ricoh devices, and assist with Zebra printers/scanners, Office 365 and Google Workspace. Shift work including nights may be required.

Qualifications

• Computer Science education technical or bachelor’s degree.
• 3 years of experience configuring, building or troubleshooting computers, printers, scanners.
• English (Speaking 50%, Writing 70%, Reading 90%)

Responsibilities

• Regular end user support (Professionals)
• Provide primary technical support to end-users via multiple communication channels (phone, email, chat).
• Accurately document all support interactions, incidents, and resolutions in the ticketing system to ensure clear historical tracking and knowledge transfer.
• End user equipment supports and troubleshooting (DELL laptop, desktop, workstation, Ricoh printers)
• Computer installation and setup (PXE boot)
• Standard BRP applications deployment (Through SCCM)
• Microsoft Office Suite & Google Workspace Office Suite
• Google Meets hardware support
• Wireless connectivity
• Mobile devices configuration and support (Samsung & Apple)
• Shop floor support and equipment installation
• Zebra printers (preventive and corrective maintenance along with LAN configuration)
• Zebra scanners (preventive maintenance and configuration)
• Mobisys configuration
• Basic troubleshooting with infrastructure servers, network, and telecom asset equipment
• Shop floor apps installation (part of the configuration tool)
• Tablets installation, configuration and support
• Schedule preventive maintenance of manufacture devices
• Prioritize interventions to reduce downtime and loss of vehicles
• Analyze incident data to identify root causes and improve service stability
• Maintain assets in AM database for production equipment
• Collaborate with IT teams to speed up incident or service delivery
• Report progress and risks to supervisor; hand off tasks between shifts
• Develop work instructions for good service maintenance
• Support ISO 9001:2015 compliance
• Comply with safety rules and training
• Identify quality issues and support corrective actions

Skills

Customer-oriented approach

Communication skills

Time management

Problem solving

Shift flexibility

Teamwork

Punctuality

Education

Computer Science education technical or bachelor’s degree

Tools

SCCM

Microsoft Office

Google Workspace

Google Meets

Dell hardware

Ricoh printers

Zebra printers

Zebra scanners

Mobisys

PXE boot

Networking basics

Job description

BRP in Ciudad Juárez, Mexico is seeking an IT help desk/technical support professional to provide end-user support across phone, email, and chat. The role covers equipment setup, standard BRP apps deployment via SCCM, and mobile device support in a manufacturing environment.

You will document incidents, troubleshoot Dell and Ricoh devices, and assist with Zebra printers/scanners, Office 365 and Google Workspace. Shift work including nights may be required.