End-User IT Support Specialist — Quick, Hands-on Tech Help

Vertiv Co; Mexicali; On-site; MXN 775,000 - 1,034,000; Full time

Job summary

Vertiv is seeking a Service Desk Technician to respond to tickets and outages, providing second‑level support for hardware and software issues. The role includes installation/configuration, troubleshooting, backup operations, and hands‑on IT project support.

The candidate will work under corporate policies, with emphasis on data confidentiality and incident management. Experience with Windows OS deployments and ITSM tools like ServiceNow is preferred.

Qualifications

• A+ certificate or 1-2 years’ experience in an end user support environment.
• 1-3 years of experience in MS Windows desktop operating system 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.
• Perform miscellaneous job‑related duties as assigned.

Skills

End user support

Windows OS deployment

Software distribution

Patch management

ITSM (ServiceNow)

Network security basics

Education

A+ certificate

Tools

ServiceNow

Job description

Vertiv is seeking a Service Desk Technician to respond to tickets and outages, providing second‑level support for hardware and software issues. The role includes installation/configuration, troubleshooting, backup operations, and hands‑on IT project support.

The candidate will work under corporate policies, with emphasis on data confidentiality and incident management. Experience with Windows OS deployments and ITSM tools like ServiceNow is preferred.