Desktop Support Technician L2

Milestone Technologies, Inc.; Ciudad de México; Presencial; MXN 240.000 - 360.000; Jornada completa

Descripción de la vacante

Milestone Technologies, Inc. is seeking an IT Technician to deploy and manage laptops, mobile devices, and printers across the organization. You will troubleshoot hardware, perform repairs, and coordinate logistics to keep devices in service.

You will mentor junior technicians and lead IT support activities, ensuring timely resolution of tickets, updates to users, and adherence to ITSM processes. Bilingual Spanish/English is preferred in this Mexico City team.

Formación

• 3+ years of experience as an IT Technician or in a similar technical support role.
• Experience deploying and managing laptops, mobile devices, printers, and related software.
• Experience with IT Asset Management and ITSM tools.
• Strong troubleshooting, hardware repair, and maintenance skills.
• Ability to perform physical IT-related tasks safely and efficiently.
• Excellent communication skills with a user-focused approach to support.
• Demonstrated ability to mentor junior staff and lead support teams.
• Fluent in Spanish and English preferred.

Responsabilidades

• Deploy and configure laptops and mobile devices, including cleaning, repair, replacement, and managing logistics.
• Perform software break/fix procedures.
• Activate roaming services for mobile devices.
• Provide timely updates to users utilizing the IT Service Management (ITSM) tool.
• Conduct workstation sweeps for maintenance and troubleshooting.
• Support IT Asset Management (ITAM) including storage administration, inventory, and management.
• Manage printers, including configuration, deployment, and troubleshooting.
• Support network and infrastructure operations as needed.
• Execute adds, moves, and changes (AMC) within IT infrastructure.
• Coordinate tech grab-and-go replenishment (restocking).
• Maintain loaner devices fleet ensuring availability and functionality.
• Maintain conference/meeting room AV systems to ensure they are operational.
• Perform physical IT-related tasks such as cabling, unboxing/boxing equipment, lifting, climbing ladders, and organizing storage.
• Handle hardware shipments and logistics.
• Be available to support additional IT-related activities as necessary.
• Mentor and provide support to junior technicians.
• Provide technical leadership within the support organization.
• Assess, prioritize, review, and assign IT support tickets to appropriate technicians; coordinate support resources efficiently.
• Operationally lead daily IT support efforts to ensure timely resolution of issues.

Conocimientos

IT Technician

Technical support

Hardware repair

ITSM tools

Device deployment

Mentoring

Spanish-English

Herramientas

ITSM software

IT Asset Management system

Descripción del empleo

Key Responsibilities:

• Deploy and configure laptops and mobile devices, including cleaning, repair, replacement, and managing logistics.
• Perform software break/fix procedures.
• Activate roaming services for mobile devices.
• Provide timely updates to users utilizing the IT Service Management (ITSM) tool.
• Conduct workstation sweeps for maintenance and troubleshooting.
• Support IT Asset Management (ITAM) including storage administration, inventory, and management.
• Manage printers, including configuration, deployment, and troubleshooting.
• Support network and infrastructure operations as needed.
• Execute adds, moves, and changes (AMC) within IT infrastructure.
• Coordinate tech grab-and-go replenishment (restocking).
• Maintain loaner devices fleet ensuring availability and functionality.
• Maintain conference/meeting room AV systems to ensure they are operational.
• Perform physical IT-related tasks such as cabling, unboxing/boxing equipment, lifting, climbing ladders, and organizing storage.
• Handle hardware shipments and logistics.
• Be available to support additional IT-related activities as necessary.
• Mentor and provide support to junior technicians.
• Provide technical leadership within the support organization.
• Assess, prioritize, review, and assign IT support tickets to appropriate technicians; coordinate support resources efficiently.
• Operationally lead daily IT support efforts to ensure timely resolution of issues.

Qualifications:

• Minimum 3 years of experience as an IT Technician or in a similar technical support role.
• Proficiency in deploying and managing laptops, mobile devices, printers, and associated software.
• Experience with IT Asset Management and ITSM tools.
• Strong troubleshooting, hardware repair, and maintenance skills.
• Ability to perform physical IT-related tasks safely and efficiently.
• Excellent communication skills, with a user-focused approach to support.
• Demonstrated ability to mentor junior staff and lead support teams.
• Fluent in Spanish and English preferred.

Additional Information:

• Flexibility to participate in extra IT activities and support tasks as needed.