End-User IT Support Specialist (L1) — Onsite

Sharp Brains; Ciudad de México; On-site; MXN 180,000 - 280,000; Full time

Job summary

Sharp Brains is seeking an EUC/Desktop Support Technician - L1 for its onsite IT support team in Mexico City. You will provide first-level IT assistance to end users, troubleshoot desktop and laptop issues, and help maintain smooth day-to-day IT operations.

You will support Windows OS, hardware, software, and peripherals, manage devices via Intune and SCCM, and assist with Microsoft 365 apps while following security policies and SLA guidelines.

Qualifications

• Provides level 1 technical support for end users.
• Assists with device setup and configuration.
• Maintains documentation of troubleshooting steps.

Responsibilities

• Provide Level 1 technical support for desktops, laptops, workstations, and other end-user devices.
• Troubleshoot Windows operating system, software, hardware, and peripheral issues.
• Install, configure, and maintain computers, printers, monitors, and related IT equipment.
• Support Microsoft 365 applications, including Outlook, Teams, Word, and Excel.
• Perform basic user account administration and troubleshooting using Active Directory and Azure AD / Microsoft Entra ID.
• Assist with endpoint management, device deployment, software installation, and updates using Microsoft Intune and SCCM/MECM.
• Troubleshoot basic LAN, Wi-Fi, VPN, and network connectivity issues.
• Record, track, and resolve incidents and service requests through ServiceNow, Jira, or similar ticketing tools.
• Maintain IT asset inventory and document hardware assignments, troubleshooting activities, and resolutions.
• Escalate complex technical issues to the appropriate L2 or specialized support teams.

Skills

Desktop support

Customer service

Documentation

Team collaboration

Problem solving

Tools

Active Directory

Azure AD

Microsoft Intune

SCCM/MECM

ServiceNow

Jira

Job description

Sharp Brains is seeking an EUC/Desktop Support Technician - L1 for its onsite IT support team in Mexico City. You will provide first-level IT assistance to end users, troubleshoot desktop and laptop issues, and help maintain smooth day-to-day IT operations.

You will support Windows OS, hardware, software, and peripherals, manage devices via Intune and SCCM, and assist with Microsoft 365 apps while following security policies and SLA guidelines.