Freelance Onsite Support Technician (m/w/d)

Everience Benelux; Ciudad de México; On-site; MXN 240,000 - 360,000; Full time

Job summary

Everience is seeking an on-site IT Support professional to provide first and second-line technical support for end users in a modern digital workplace. You will diagnose hardware and software issues, manage devices, and support Microsoft environments including Teams and 365.

Ideal candidates have 3+ years of onsite support, strong communication, and a proactive service mindset. Knowledge of Apple devices and ITIL practices is a plus, with an emphasis on customer care and collaboration across

Qualifications

• Experience with Windows environment, Office 2016/365, and collaboration tools.
• Monitoring dashboards and KPIs in a production environment.
• Basic knowledge of Apple devices (iPhone).
• ITIL-based incident and request handling.
• IT support experience in a large enterprise environment.
• Minimum 3 years of onsite support and customer care.
• Strong communication, service mindset, and team spirit.
• Organized, autonomous, pragmatic, and hands-on.
• Clear written and spoken English in professional settings.

Responsibilities

• Provide first and second-line IT support to end users for a seamless workplace experience.
• Diagnose and resolve hardware, software, mobility, and connectivity issues across a modern digital environment.
• Manage installation, configuration, relocation, and lifecycle of IT equipment including workstations and mobiles.
• Support Microsoft environments (Windows, Microsoft 365, Teams).
• Act as trusted contact for users, delivering responsive service.
• Coordinate hardware deployments, replacements, and asset management.
• Monitor incidents and requests to ensure timely resolution and user satisfaction.
• Contribute to workplace infrastructure projects and continuous improvement initiatives.
• Maintain accurate inventory records and IT asset management.
• Collaborate with internal IT teams and external partners to enhance services.

Skills

Windows OS

Office 365

MS Teams

Mobile devices

Mail services

Collaboration tools

End-user support

Customer service

On-site support

Inventory management

ITIL

Analytical skills

English comms

Tools

Ticketing system

Dashboards

Job description

Everience is an international consulting group delivering AI-augmented digital services and placing people at the heart of the AI revolution.

With a presence in Europe, Africa, Asia and America, Everience offers its 4,000-strong workforce the most demanding and stimulating environment in which to transform and develop their skills, learning about new AI-based roles and building their future employability.

Through its Symbiotic Academy the group offers a unique hub for training, practical application and exchange where everyone can experiment, learn, and progress in the fields of artificial intelligence and data.

In accordance with its core purpose of orchestrating the symbiotic relationship between humans and AI in the workplace, Everience is making the augmented employee the driving force of a 'symbiotic age', where AI enhances talents and opens up new career opportunities.

Job Description

• Provide first and second-line IT support to end users, ensuring a seamless and high-quality workplace experience.
• Diagnose and resolve hardware, software, mobility, and connectivity issues across a modern digital workplace environment.
• Manage the installation, configuration, relocation, and lifecycle of IT equipment, including workstations, peripherals, and mobile devices.
• Support Microsoft-based environments, including Windows, Microsoft 365, Teams, collaboration tools, and mobile technologies.
• Act as a trusted point of contact for users, delivering responsive support and excellent customer service.
• Coordinate hardware deployments, replacements, upgrades, and asset management activities.
• Monitor, track, and follow up on incidents and service requests to ensure timely resolution and user satisfaction.
• Contribute to workplace infrastructure projects, office moves, technology refresh programs, and continuous improvement initiatives.
• Maintain accurate inventory records and ensure proper management of IT assets and spare parts.
• Collaborate with internal IT teams and external partners to continuously enhance services and user experience.

Qualifications

• Good technical knowledge of workplace environment and end-user services: Windows environment, Office 2016 and 365, Mobile services, Mail services, Collaboration tools, MS TEAMS, etc. as well as inventory.
• Monitoring and reporting of the production environment (dashboards, KPIs).
• Monitoring and improvement of procedures and documentation.
• Basic knowledge of Apple environment (iPhone).
• Incident and request processing (ITIL – ticket tracking).
• IT Support experience in a large enterprise environment.
• At least 3 years of onsite support and customer care is required.
• Attitude for providing positive customer service, interpersonal skills, sense of service, listening and analytical skills, team spirit.
• Motivation and real desire to improve and learn.
• Organized, able to work independently, pragmatic, and hands-on approach.
• Strong oral and writing skills adapted to a professional environment.

Additional Information

All our positions are open to both women and men and are, of course, open to people with disabilities.