End-User IT Support Specialist: 2nd-Line & Deployments

Vertiv; Mexicali; On-site; MXN 167,000 - 257,000; Full time

Job summary

Vertiv is seeking an IT Help Desk Technician in Mexicali to address service desk tickets, assist with hardware and software issues, and support deployment and configuration of Windows PCs. You will troubleshoot problems, support PC replacements, and participate in local backup operations, while maintaining data confidentiality and adhering to corporate policies.

The role involves hands-on IT project support, incident escalation as needed, and collaboration with teams to ensure smooth IT

Qualifications

• A+ certification or 1-2 years in end user support environment.
• 1-3 years of experience in MS Windows desktop OS deployment.
• Basic understanding of Software Distribution and Patch Management tools.
• Experience with ITSM systems like ServiceNow.
• Basic knowledge of network infrastructure and security principles.

Responsibilities

• Respond to service desk tickets and outages via phone, email, or online systems, ensuring incident management and escalation when necessary.
• Provide second-level user support for hardware and software issues.
• Assist in hardware and software installation/configuration according to corporate policies and guidelines.
• Aid in troubleshooting and diagnosing hardware/software errors.
• Support PC replacement programs and emergency equipment exchanges.
• Provide hands‑on assistance for IT project implementations.
• Help with local backup operations in alignment with corporate policies.
• Maintain confidentiality on all user data and related information.

Skills

A+ certification

End user support

Windows deployment

Software distribution

Patch management

ITSM ServiceNow

Basic networking

Tools

ServiceNow

Job description

Vertiv is seeking an IT Help Desk Technician in Mexicali to address service desk tickets, assist with hardware and software issues, and support deployment and configuration of Windows PCs. You will troubleshoot problems, support PC replacements, and participate in local backup operations, while maintaining data confidentiality and adhering to corporate policies.

The role involves hands-on IT project support, incident escalation as needed, and collaboration with teams to ensure smooth IT