Information Technology Specialist

AVASO Technology Solutions Ltd; Monterrey; On-site; MXN 240,000 - 360,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Job summary

AVASO Technology Solutions Ltd is hiring an L2 IT Support Technician for on-site work in Monterrey, Nuevo León, Mexico. You will provide end-user hardware and software support, including IMAC-D tasks, Deskside and VIP support, and incident management using ITSM tooling.

The role covers hardware break/fix, device setup, remote assistance, and close collaboration with L3 engineers. The ideal candidate has 3+ years of L2 support experience, strong customer service skills, and hands-on experience

Qualifications

• 2–5 years of experience in L2 IT Support / Deskside Support.
• Hands-on experience with IMAC-D, device setup and asset management.
• Basic networking knowledge and VIP support exposure.
• Experience with ITSM tools such as ServiceNow or Jira.

Responsibilities

• Provide on-site hardware and software support for end users.
• Perform IMAC-D tasks, Deskside and VIP support for designated end users.
• Troubleshoot OS/app issues, reinstall software and drivers.
• Manage incidents using the ITSM ticketing system and coordinate with L3 engineers.

Skills

Hardware troubleshooting

Windows OS

Deskside support

ITSM tools

VIP support

Customer service

Tools

ServiceNow

Jira

Job description

Join AVASO Technology! We are hiring an L2 IT Support Technician in Mexico !

Job Profile

As part of the Site Technology Servicing team, we provide onsite IT technical support within our scope, which includes all users and onsite hardware within the locations described within the job description.

Job Opportunity: L2 IT Support Technician at AVASO Technology

Employment Type: Full-Time

Experience: 3+ years

Company Overview

AVASO Technology is a global leader in providing IT solutions and services, specializing in offering top-tier support and managed services. We are committed to delivering cutting-edge technology solutions to our clients worldwide. If you’re a passionate IT professional with hands-on experience in desktop support, join us at AVASO to help businesses thrive with reliable and efficient IT services.

Position Overview

We are seeking a dedicated L2 IT Support Technician to provide comprehensive on-site technical assistance at Monterrey, Nuevo León, Mexico. This role focuses on end-user hardware and software resolution, encompassing Break/Fix, Deskside Support, IMAC-D (Install, Move, Add, Change, Disposition), Smarthands, and dedicated VIP support.

Key Responsibilities

• Hardware Break/Fix & Warranty: Triage hardware incidents, order parts, and promptly repair or swap end-user devices to restore productivity. Manage OEM in-warranty repairs and facilitate replacements for out-of-warranty devices. Maintain secure, local spare inventory. (Note: BYOD support is out of scope).
• Deskside & Remote Support: Troubleshoot and resolve configuration issues for operating systems and applications. Re-install software, drivers, VPNs, and utility tools (anti-virus, firewalls, Windows updates)
• IMAC-D Services:
• Install: Physically set up and connect devices at designated workspaces.
• Move: Relocate devices within the same building or campus.
• Add/Change: Install new hardware/software components and execute configuration changes.
• Disposition: Process end-of-life devices, including data wiping, drive destruction, and asset tag removal.
• Smart hands Support: Act as the on-site physical hands for server and network equipment under the direct guidance of L3 network and server engineers.
• VIP Support: Deliver expedited, high-priority (Priority 2) support for designated executive and VIP end-users.
• Workflow Management: Manage, update, escal… close all incidents and service requests promptly using the designated ITSM ticketing system.

Required Skills & Qualifications

• 2–5 years of experience in L2 IT Support / Deskside Support.
• Strong knowledge of hardware/software troubleshooting, Break/Fix, and Windows OS.
• Hands-on experience with IMAC-D, device setup, configuration, and asset management.
• Basic networking knowledge and Smart Hands support for server/network equipment.
• Experience with ITSM tools such as ServiceNow or Jira.
• Knowledge of VPN, drivers, antivirus, firewall, and software installation.
• Experience in VIP support, warranty coordination, and IT asset disposal.
• Strong troubleshooting, communication, and customer service skills.

Why AVASO Technology?

• Join a dynamic and innovative team with a global presence.
• Opportunities for career growth and continuous learning.
• Competitive salary and benefits package.
• Work with cutting-edge technologies to shape the future of IT solutions.

AVASO Technology Solutions Equal Employment Opportunity (EEO) Statement

AVASO Technology Solutions (referred as “Avaso”) do not discriminate against any employee or applicant for employment on the basis of race, color, sex, creed, religion, national origin, gender, sexual orientation, age, gender identity, pregnancy, genetic information, disability, protected veteran status, or any other status protected by state or local law, and to provide equal employment opportunity. Avaso is committed to providing a work environment that is free from discrimination and harassment, and we expect all employees to conduct themselves in a manner that reflects this commitment in all employment endeavors. All employment decisions are based on qualifications, merit, and business need.