Freelance Onsite Support Technician (m/w/d)

Everience Benelux; Ciudad de México; On-site; MXN 279,000 - 502,000; Full time

Job summary

Everience Benelux seeks a Freelance Onsite Support Technician (m/w/d) to provide first- and second-line IT support at client sites in Mexico City. You will diagnose hardware, software, mobility, and connectivity issues and manage IT equipment lifecycles.

The role requires 2–5 years of hands-on experience, strong customer service, and the ability to work independently as a subcontractor in a fast-paced, international consulting group focused on AI-enabled digital services.

Qualifications

• 2–5 years of onsite IT support experience.
• Independent subcontractor contract arrangement.
• Strong customer service mindset and communication skills.
• Experience with Windows environments and Microsoft 365 stack.
• Familiarity with ITIL processes and incident tracking.

Responsibilities

• Provide first and second-line IT support to end users on site.
• Diagnose and resolve hardware, software, mobility, and connectivity issues.
• Manage installation, configuration, relocation, and lifecycle of IT equipment.
• Support Microsoft environments including Windows, MS 365, Teams, and mobile tech.
• Act as a trusted contact delivering timely and quality user support.
• Coordinate hardware deployments, replacements, upgrades, and asset management.

Skills

IT support

Customer service

Onsite support

Windows

Microsoft 365

MS Teams

Apple ecosystem

ITIL awareness

Asset management

Tools

Windows 10/11

Microsoft 365

Teams

Office Suite

Apple iPhone management

Mobile devices

Job description

Freelance Onsite Support Technician (m/w/d)

• Full-time
• Level of Experience: 2-5 years
• Department: User support functions
• Types of work contract: Independent subcontractor

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.

• 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.

• 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 careis 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.

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