Desktop Support Specialist II

Connected Development, LLC.; Región Centro; On-site; MXN 300,000 - 420,000; Full time

Benefits offered by this job

13% Savings Fund

30 days Christmas bonus

12 vacation days after the first year

40% of vacation prime

Major Medical Insurance coverage for 


Life Insurance coverage for employee

Ongoing training throughout your yer p

Great culture and opportunities for成长

Job summary

TTI, Inc. in Guadalajara, Mexico, is seeking a Desktop Support Specialist II to manage endpoint devices, deploy applications, and resolve escalations onsite. The role focuses on Intune administration, Windows troubleshooting, and warehouse technology support with strict adherence to security standards.

The position requires bilingual English/Spanish communication, 3+ years in similar roles, and experience with ITSM and ERP connectivity. Onsite with travel between locations.

Qualifications

• 3+ years of related experience supporting warehouse, manufacturing, or distribution technology.
• Bilingual English/Spanish proficiency with strong communication skills.
• Familiarity with IT Service Management principles and desktop support processes.
• Experience with ServiceNow or a comparable ITSM platform.
• Knowledge of endpoint technologies and security best practices.

Responsibilities

• Endpoint management including provisioning, deployment, and retirement of devices.
• Deploy and support applications across endpoints.
• Provide advanced Windows troubleshooting for devices and apps.
• Monitor endpoint compliance and assist remediation efforts.
• Support endpoint provisioning, imaging, and lifecycle for devices.
• Support warehouse workstations, industrial PCs, and ERP connectivity.
• Install and troubleshoot barcode scanners and mobile devices.
• Identify recurring issues and communicate improvements.

Skills

Endpoint Management

Application Deployment

Endpoint Troubleshooting

Endpoint Compliance

Windows Autopilot & Device Lifecycle

Education

High School Diploma/GED

Degree in related field preferred

Tools

ServiceNow

Active Directory

Microsoft Entra ID

MFA

Microsoft 365

Windows 11

Exchange Online/Outlook

Microsoft Intune

Networking concepts

Structured cabling

AI tools (Copilot)

Job description

TTI, Inc., is in search of a Desktop Support Specialist II, located in Guadalajara, Mexico; this role operates with minimal supervision and is responsible for supporting end-user desktops, laptops, mobile devices, collaboration technologies, software, and peripherals, as well as the endpoint and peripheral technology used across warehouse and distribution operations. This role ensures timely resolution of incidents, requests, and escalations while maintaining endpoint security, compliance, and operational standards. The position serves as a key resource for endpoint management activities, Microsoft Intune administration, warehouse technology support, and first-level network troubleshooting within Mexico. This role also contributes to knowledge management, process improvement, and endpoint lifecycle initiatives. The role works with limited supervision within established policies, procedures, service-level expectations, and compliance requirements. This position is 100% onsite and local travel is required between locations.

What our Desktop Support Specialist II do:

• Endpoint Management Manage Microsoft Intune enrolled devices including provisioning, deployment, troubleshooting, and retirement activities.
• Application Deployment Deploy and support applications.
• Endpoint Troubleshooting Provide advanced support for Windows devices, peripherals, operating systems, Office 365 applications, mobile devices, and endpoint connectivity issues.
• Endpoint Compliance Monitor endpoint compliance status, investigate policy failures, assist with remediation efforts, and ensure devices adhere to Information Systems security standards and best practices.
• Windows Autopilot & Device Lifecycle Support endpoint provisioning, imaging, deployment, retrieval, hardware refreshes, inventory management, and lifecycle activities for all supported endpoint devices.

Warehouse & Distribution Technology

Support warehouse workstations, industrial PCs, mounted terminals, and shared-use devices on the distribution floor. Troubleshoot device-to-warehouse management and ERP system connectivity, and partner with warehouse operations leadership to prioritize and resolve production-impacting outages.

Scanning & Mobile Computing Devices

Install, configure, and troubleshoot barcode scanners and mobile computers, including handheld, wearable, and vehicle-mounted units. Support terminal emulation profiles, wireless configuration, firmware updates, and battery and charging infrastructure.

Warehouse Printing Technology

Support label and document printers including thermal, laser, and industrial print engines. Perform driver installation, print server and queue management.

Issue Trending & Reporting

Identify recurring issues, monitor endpoint trends, communicate findings to leadership, and recommend improvements that increase stability and reduce ticket volume.

Project Participation

Participate in endpoint modernization projects, hardware refresh initiatives, application deployments, process improvements, and technology implementations.

What we look for:

• High School Diploma/GED or equivalent required. Degree in a related field preferred.
• 3+ years of related experience required, including demonstrated experience supporting warehouse, manufacturing, or distribution technology.
• Bilingual English/Spanish proficiency is required with excellent verbal and written communication skills in English & Spanish.
• Strong knowledge of IT Service Management principles and Desktop Support processes.
• Experience with ServiceNow or a comparable IT service management platform.
• Strong working knowledge of Active Directory, Microsoft Entra ID, multifactor authentication (MFA), Microsoft 365, Windows 11, Exchange Online/Outlook, Microsoft Intune, networking concepts, and endpoint technologies.
• Experience using AI tools, such as Microsoft Copilot, to support productivity, analysis, knowledge development, and service improvement.
• Working knowledge of TCP/IP fundamentals, DHCP, DNS, VLANs, wireless troubleshooting, and structured cabling practices.
• Hands-on experience supporting enterprise barcode scanning and industrial printing hardware, such as Zebra or Honeywell devices.
• Familiarity with warehouse management or ERP system connectivity from the endpoint and device perspective.
• Excellent customer service, coaching, analytical, troubleshooting, communication, and problem-solving skills.
• Ability to prioritize multiple assignments, remain calm under pressure, analyze operational trends, and work with limited supervision.
• Experience with SOPs.

What we offer our team members:

• 13% Savings Fund.
• 30 days Christmas bonus.
• 12 vacation days after the first year.
• 40% of vacation prime.
• Major Medical Insurance coverage for employee and dependents.
• Life Insurance coverage for employee.
• Ongoing training throughout your employment with opportunities to participate in professional and personal development programs.
• Great culture and opportunities for growth and advancement.