Information Technology Service Desk

ITJ; Tijuana; Presencial; MXN 201.000 - 301.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Parking space

Hybrid role

Descripción de la vacante

ITJ is seeking an IT Service Desk Engineer to deliver first-contact IT support from a remote/hybrid setup in Tijuana. You will triage incidents, perform software installations, manage access, and coordinate with teams to fulfill hardware requests.

This role emphasizes strong documentation and customer-focused service within a regulated biotech environment. Ideal candidates will have 2–3 years in IT support, proficiency with ServiceNow and Intune, and excellent communication skills in English.

Formación

• 2-3 years in an IT help desk or desktop support role.
• Experience with ServiceNow, Microsoft Intune, Office 365 Applications, Quick Assist and TeamViewer.
• Strong troubleshooting skills across Windows environments.
• Experience supporting iOS devices.
• Excellent verbal and written communication skills.

Responsabilidades

• Handle initial triage and first-contact resolution for IT inquiries.
• Provide first-line technical assistance via ServiceNow and remote tools.
• Fulfill catalog tasks like software installations and access provisioning.
• Maintain documentation and SLAs; escalate complex issues to Tier 2.
• Support employee onboarding/offboarding and contingent worker access.

Conocimientos

Remote troubleshooting

Customer service mindset

Documentation skills

Clear communication

Team collaboration

English proficiency (CEFR C1/TOEIC 900

Herramientas

ServiceNow

Microsoft Intune

Office 365

Quick Assist

TeamViewer

Windows OS

iOS support

Descripción del empleo

IT Service Desk Engineer.

In this role, you will be responsible for initial triage and first-contact resolution for all IT inquiries, helping ensure our employees receive fast, high-quality support. Delivering an exceptional employee experience is central to who we are, and fostering a sense of belonging is core to our team’s values.

If you are energized by the opportunity to work with a collaborative, forward-thinking group of IT professionals—and you are passionate about enabling others through technology,we invite you to apply.

Position Summary:

The Level 1 Remote Service Desk IT Support Technician provides first-line technical assistance for incidents and catalog tasks submitted through ServiceNow. This role supports both day-to-day troubleshooting (e.g., software, access, endpoint issues) and fulfillment requests (e.g., license assignments and access group management).

Working remotely, the technician leverages TeamViewer and Intune to deliver responsive, customer-focused support while maintaining documentation and compliance in a regulated biotech environment.

Key Responsibilities:

Incident Response (ServiceNow Incidents):

• Monitor, triage, and resolve incoming ServiceNow incidents related to:
• Software installations/uninstalls.
• Licensing and access issues for enterprise systems.
• Endpoint troubleshooting, security agents, and configuration fixes (including Microsoft and registry / system updates)
• Backup issues and antivirus installations.
• iPhone/iPad/laptop provisioning and replacement.
• Peripheral requests (chargers, jetpacks, headphones, etc.)
• Remotely connect to user devices via TeamViewer for problem resolution and software configuration.
• Coordinate with shipping teams and warehouses to fulfill hardware requests.
• Maintain detailed documentation in ServiceNow and elevate complex incidents to Tier 2 or System Admins – 50% FCR (First Call Resolution).

Catalog Task Fulfillment (Service Requests):

• Complete ServiceNow catalog tasks such as:
• Installing and assigning licensed software (Adobe, ChemDraw, Office, etc.).
• Perform comprehensive triage on hardware requests before escalating to level 2.
• Supporting employee onboarding/offboarding by provisioning access.
• VDI (Virtual Desktop Infrastructure) setup and access for contingent workers.
• Managing leave of absence of requests via enabling and disabling account and device access.
• Ensure all requests are completed within defined SLAs and properly closed in ServiceNow with resolution notes.

Core Competencies:

• Remote Troubleshooting: Efficiently resolve endpoint and application issues using remote access tools
• Service Delivery: Manages both incidents and catalog tasks in ServiceNow with accuracy and accountability
• Customer Focus: Provides empathetic, professional communication with end users.
• Documentation: Maintains complete, compliant records of support activities
• Collaboration: Coordinates with IT peers and vendors to ensure timely fulfillment
• Compliance:
• Maintain compliance with GxP, HIPAA, and SOX requirements in IT operations
• Adherence to IT SOP’s, Work Instructions and Procedures.

Required Qualifications:

• 2-3 years in an IT help desk or desktop support role.
• Experience with ServiceNow, Microsoft Intune, Office 365 Applications, Quick Assist and TeamViewer.
• Strong troubleshooting skills across Windows environments.
• Experience supporting iOS devices.
• Excellent verbal and written communication skills.
• Best in class customer service mindset.
• Ability to follow structured workflows, checklists, and documentation.
• Highly organized with attention to detail.
• Excellent remote problem-solving skills.
• English language proficiency level of either: CEFR C1 / TOEIC 900+ / IELTS 7.0+

Preferred Qualifications:

• Experience in biotech, pharmaceutical, or regulated industry environments.
• Familiarity with enterprise apps Workday, Concur, and Veeva Vault.
• CompTIA A+, Network+, or Microsoft 365 Endpoint Administrator certification.

Work Environment:

• Office based in Tijuana, supporting hybrid teams across Office, Lab, R&D and Field environments
• Occasional after-hours support may be required for urgent incidents or critical deployments
• Ticket-based workload managed via ServiceNow and internal comms tools
• Team will be required to cover the following days / hours; Monday to Friday following core US holidays 05:00 to 18:00 PST - Mexican Holiday availability may be requested.
• Office based 4 days a week (Monday to Thursday) Hybrid role. Parking Space available.