Deskside Support Engineer

Mriti InfoSystems Inc.; Villahermosa; On-site; MXN 201,000 - 312,000; Full time

Job summary

Mriti InfoSystems Inc. in Villahermosa is seeking an Onsite Deskside Support Engineer to provide hands-on IT support for desktops, laptops and peripherals. You will address issues that cannot be resolved remotely and collaborate with global teams to implement projects.

Key duties include configuring Windows and Mac devices, deploying software, maintaining security, supporting onboarding/offboarding, and ensuring hardware and AV systems function for meetings. On-site presence is required.

Qualifications

• Excellent technical knowledge in EUS technologies including Windows and Mac OS.
• MOS and/or Microsoft 365 certification advantageous.
• Experience with IT ticketing systems (ServiceNow) and conferencing tech.
• Strong English communication and collaboration in international teams.

Responsibilities

• Analyses and resolves desktop computing issues in Windows/Mac environments.
• Build and deploy laptops, upgrade hardware, install software.
• Ensure security patches and antivirus updates are applied.
• Support onboarding/offboarding and maintain conference room equipment.
• Assist with software upgrades, patching, imaging, and network upgrades.
• Collaborate with business leaders to plan IT support and metrics.

Skills

Excellent communication in English

Customer service oriented

Organized and collaborative

Ability to handle multiple tasks

Education

ITIL certified (Preferred)

Tools

Service Now

Conferencing systems

Audio visual systems

Intune

SCCM

Job description

Job Title: Onsite Deskside Support Engineer

Job Experience: 3-5 years experience

Location: Villahermosa (Onsite)

Job Type: Full-Time

Role Overview

As a key member of the Technology team, the Onsite Deskside Support/ Service Engineer provides onsite support for incidents, problem resolution, and project implementation. This role addresses technical issues that cannot be resolved remotely, collaborates with global support teams, and consults with local business leaders to align IT support with business needs.

Key Responsibilities

1. Technical Support

• Analyses and resolves information system issues related to the desktop computing environment, production applications and hardware
• Build and deploy Windows, Mac or other hardware for new joiner laptops and laptop upgrades.
• Installing authorised software to laptops and desktops
• Ensuring security and upgrades are applied to desktops and laptops and kept up to date
• Antivirus installation to all desktops and laptops
• Deploy other hardware requested through arranged collection in the IT dept. or set up at the user's desk.
• Support and assist users with Onboarding & Offboarding process
• Support and maintain local conference and meeting room equipment
• Assists senior staff with functional tasks to support end user service projects such as software upgrades, patching, computer imaging, network upgrades, etc
• Consult with local business and senior leadership to evaluate support requirements and execution planning.
• Maintain the Local Asset Management data and ensure the Asset Management toolset are properly updated for periodic review
• Technical support for local applications where applicable alongside other tech or business teams Technical Expertise

1. Service Management

• To ensure that all logged tickets are consistently acknowledged, prioritised, investigated, owned and
• resolved to agreed targets as defined in the Service Level Agreement (SLAs).
• Resolves, routes, or escalates service requests to senior technicians or functional teams as necessary.
• Manage calls with 3rd party suppliers where necessary through to closure
• Escalate calls where necessary to the support manager, report on status of outstanding calls
• Builds relationships with other international support teams to create a cohesive support team
• Drive local optimization efforts by identifying service issues and implementing improvements by automation, self-service and other measures.
• Drive technology adoption of end user services related applications and systems
• Support Audits related activities alongside other tech functions and business.

Preferred Qualifications

• Excellent technical knowledge in all key areas of EUS technologies, e.g.
• Windows and Mac OS
• Microsoft Office Specialist (MOS) and/or Microsoft 365 certified
• iOS and Android devices
• Hardware and Peripherals
• Mobile devices
• Excellent knowledge on IT Ticketing Systems, especially Service Now
• Conferencing and enterprise voice
• Audio visual systems (TV/Projector systems) and conference technology
• Knowledge on SCCM and Intune
• Basic Network Skills to support the local Office Infra as needed
• Experience in working with an International Support Environment
• ITIL certified (Preferred)

Personal Skills

• Excellent communication skills in English and the local language (if applicable)
• Strong customer service orientation with a focus on client satisfaction
• Ability to remain calm under pressure and manage multiple tasks.
• Organized, adaptable, and collaborative team player.