Desktop Services Contractor

Shure Italia; Juárez; Presencial; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A leading audio equipment manufacturer is seeking an IT Support Analyst in Juárez, Mexico. This role involves supporting IT operations globally, managing incident tickets, and providing IT infrastructure project support. Candidates should possess a Bachelor's in Computer Science and at least 5 years of relevant experience, including strong troubleshooting skills and familiarity with ITIL framework. Join a company that values diversity and an inclusive workplace culture.

Formación

• Minimum of 5 years’ experience in a technical infrastructure role.
• Strong troubleshooting and decision-making skills.
• Experience with LAN/WAN networking services.

Responsabilidades

• Support IT incident and service request tickets within defined SLAs.
• Manage business partner relationships to understand needs.
• Implement programs to improve customer and team knowledge.

Conocimientos

Troubleshooting

Problem resolution

English communication

Customer support

Educación

Bachelor’s degree in Computer Science

Herramientas

ServiceNow

Microsoft Office

Microsoft Active Directory

Video conferencing technologies

Descripción del empleo

Overview

Reporting to the IT Associate - Manager, the IT Support Analyst will be responsible for assisting with the day-to-day IT support for our end users globally. This includes maintaining SLAs and customer service experience, daily deskside support, end-user training and adoption, and helping deploy new technologies, hardware, and solutions. Additionally, this role will support global projects across different time zones.

Responsibilities

• Support all incident and service request tickets within defined SLAs.
• Ensure consistent delivery of support services for software, hardware, and performance-related incidents and requests, actively managing team performance against SLAs.
• Evaluate issues to identify root causes and solutions.
• Leverage ServiceNow to enable customer-friendly support methods, including 24/7 global support, chat support, self-service options, and satisfaction surveys.
• Manage business partner relationships to understand needs, maintain mutual expectations, and ensure customer satisfaction.
• Support the execution of IT Infrastructure projects, leading or assisting in project planning and execution.
• Follow internal procedures, ticketing, and escalation standards for prompt incident resolution.
• Analyze desktop support team performance, identify areas for improvement, and implement solutions to enhance service quality.
• Support Video/Audio Conference setup and integration of Shure products.
• Develop and implement programs to improve customer and team knowledge, including communication, training, and user experience enhancements.
• Manage vendors and suppliers to fulfill IT needs.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree or equivalent in Computer Science or related field.
• Minimum of 5 years’ experience in a technical infrastructure role (e.g., system administration or desktop support).
• Experience delivering IT services and customer support in an engineering context.
• Judgment within established procedures to determine appropriate actions.
• Broad knowledge of PCs, peripherals, Windows, MacOS, Microsoft Office, Office 365, and common software.
• Experience with mobile devices (iOS and Android).
• Knowledge of LAN/WAN networking services.
• Experience supporting video conferencing technologies and working within Microsoft Active Directory and Exchange environments.
• Strong troubleshooting, problem resolution, and decision-making skills.
• Experience managing technical infrastructure projects.
• Structured work style with the ability to prioritize in a dynamic environment.
• Strong English communication skills.
• Knowledge of ITIL framework is required.

Who We Are

Shure’s mission is to be the most trusted audio brand worldwide. Founded in 1925, we are a leading manufacturer of audio equipment known for quality, reliability, and durability. We engineer microphones, headphones, wireless audio systems, conferencing systems, and more. We foster an associate-first culture, flexible work arrangements, and opportunities for all.

Headquartered in the United States, we operate more than 35 regional offices, engineering hubs, and manufacturing facilities across the Americas, EMEA, and Asia.

The Mix Matters

If you don’t check every box, don’t worry! We value diverse professional journeys and are committed to an inclusive, equitable, and accessible work environment. If you’re excited about this role and believe you have the skills to succeed, we encourage you to apply!