Help Desk Support I

Kovalus Separation Solutions, Inc.; Monterrey; Híbrido; MXN 55.104.000 - 75.768.000; Jornada completa

Descripción de la vacante

Kovalus Separation Solutions, Inc. in Monterrey, Mexico, seeks a Help Desk Specialist I to provide onsite Level I support for manufacturing ops. You will manage endpoints, resolve hardware and software issues, and follow global IT standards within an international team.

The role requires fluency in Spanish and English, attention to cabling and network basics, and willingness to engage in global activities outside local hours. Full-time onsite position.

Formación

• Experience with endpoint management tools (Autopilot, Windows 11).
• Strong troubleshooting across hardware, software, and network issues with documented standards.
• Level I help desk experience including ticket management and customer service.
• Expertise in structured cabling: copper punch downs and cable management.
• Knowledge of fiber optic cabling and related technologies.
• Team player with ability to follow established processes.
• Bilingual in Spanish and English.
• Willingness to participate in global help desk activities outside local hours.

Responsabilidades

• Deliver Level I help desk support to plant personnel, resolving hardware, software, and connectivity issues per global IT procedures.
• Support endpoint provisioning and maintenance (Autopilot, Windows 11) within IT frameworks.
• Perform structured cabling tasks and maintain network infrastructure.
• Collaborate with the global IT team to resolve escalated issues and share knowledge.
• Document procedures, resolutions, and network configurations per requirements.
• Maintain a secure, reliable IT environment in line with corporate policies.

Conocimientos

Autopilot

Windows 11

Help desk support

Structured cabling

Fiber optic cabling

Team collaboration

English and Spanish

Global IT processes

Herramientas

ITSM platforms

Remote collaboration tools

Descripción del empleo

Salary Range: MX$40,000.00 To MX$55,000.00 Hourly

Help Desk Specialist I

Location

Monterrey, Mexico

Onsite, Hybrid or Fully Remote

Onsite

Status

Full-Time

Reports To

IT Director

FLSA Status

Non- Exempt Hourly

Management Position

No

Position Overview

Company Overview
At Kovalus Separation Solutions (KSS), we are dedicated to transforming the landscape of separation technologies by leveraging synergies across membrane filtration, ion exchange, evaporation, drying, and other advanced process technologies. Our solutions support customers in the food and beverage, dairy, life science, and industrial markets by enabling product concentration and purification, removal of contaminants, recycling of valuable process chemicals, production of high-purity water, and treatment of wastewater for safe discharge or reuse.

We are seeking an experienced Help Desk Specialist I to support our manufacturing operations in Mexico. This role provides comprehensive onsite technical support for end users, focusing on endpoint management and the maintenance of network infrastructure. The successful candidate will follow company-wide IT standards and processes to ensure consistency and quality in all tasks. Additionally, this position is part of an international IT team, contributing both locally and to global help desk initiatives in accordance with established protocols

Responsibilities

• Deliver Level I help desk support to plant personnel, resolving hardware, software, and connectivity issues strictly in line with global IT procedures and standards.
• Support endpoint provisioning, configuration, and maintenance (e.g., Autopilot, Windows 11) while adhering to company IT frameworks and processes.
• Perform structured cabling tasks—including copper punch downs, cable tracing, and network infrastructure maintenance.
• Collaborate with the global IT team to resolve escalated issues, participate in knowledge sharing, and support global IT initiatives following company-established guidelines.
• Accurately document technical procedures, incident resolutions, and network configurations in line with the company’s documentation requirements.
• Maintain a secure, reliable, and efficient IT environment in full compliance with corporate policies and industry best practices.

Qualifications

Required

• Proven experience with endpoint management tools (Autopilot, Windows 11, etc.).
• Strong troubleshooting skills for hardware, software, and network issues, with an emphasis on consistency with documented standards.
• Demonstrated Level I help desk experience, including ticket management and customer service under company guidelines.
• Expertise in structured cabling: copper punch downs, cable tracing, and general cable management according to global standards.
• Knowledge of fiber optic cabling and related technologies.
• Ability to work effectively within a team, following established processes and frameworks.
• Good communication skills in both Spanish and English.
• Willingness to participate in global help desk activities, sometimes outside local business hours, as required by global operations.

Preferred

• Experience supporting IT in a manufacturing environment.
• Familiarity with IT service management platforms
• Experience working in a global organization with remote collaboration tools.

Diversity, Equity & Inclusion

Kovalus Separation Solutions is committed to creating an inclusive workplace where diversity is valued and respected. We welcome applications from qualified candidates regardless of gender, gender identity or expression, age, disability, marital status, ethnicity, nationality, religion or belief, sexual orientation, or any other characteristic protected by applicable law.
We believe that diverse perspectives strengthen our organization and contribute to better solutions for our customers and communities.

All benefits are subject to applicable plan and program terms (including eligibility terms) and may be subject to change.