IT End User Services Senior Analyst

Vertiv Group Corporation; Mexicali; Presencial; MXN 290.000 - 469.000; Jornada completa

Descripción de la vacante

Vertiv Mexicali is seeking a hands-on IT Support Specialist to diagnose and troubleshoot hardware and software issues, provide second‑level user support when the Service Desk cannot resolve remotely, and ensure incident management across multiple channels.

You will lead hands‑on IT project support, collaborate with cross‑functional teams, assist with asset management, backup operations, and keep IT management informed about local infrastructure status.

Formación

• Bachelor's degree or equivalent experience.
• 2–4 years of experience with MS Windows desktop deployment.
• Knowledge of software distribution tools and network infrastructure.
• Experience with Mobile Device Management.
• Experience with ITSM systems like ServiceNow.

Responsabilidades

• Diagnose and troubleshoot hardware/software issues to document and resolve problems.
• Provide second-level user support for complex issues that cannot be resolved remotely by the Service Desk.
• Ensure incident management by responding to service desk requests via multiple communication channels and escalating as necessary.
• Lead hands-on support for IT project implementations and perform additional job-related duties as assigned.
• Collaborate with cross-functional teams to solve end-user technology issues.
• Assist with asset management and maintain stock levels of spare equipment.
• Support the Platform Service Team in backup operations and PC replacement programs.
• Keep IT management informed about the state of local infrastructure.

Conocimientos

Ethics and stakeholder interaction

Collaboration and communication

Bilingual Spanish/English

Windows desktop deployment

Software distribution tools

Mobile Device Management

ITSM like ServiceNow

Educación

Bachelor's degree or equivalent experience

Herramientas

ServiceNow

Descripción del empleo

RESPONSIBILITIES

• Diagnose and troubleshoot hardware/software issues to document and resolve problems.
• Provide second-level user support for complex issues that cannot be resolved remotely by the Service Desk.
• Ensure incident management by responding to service desk requests via multiple communication channels and escalating as necessary.
• Lead hands-on support for IT project implementations and perform additional job-related duties as assigned.
• Collaborate with cross-functional teams to solve end-user technology issues.
• Assist with asset management and maintain stock levels of spare equipment.
• Support the Platform Service Team in backup operations and PC replacement programs.
• Keep IT management informed about the state of local infrastructure.

QUALIFICATIONS

• Strong sense of ethics and capacity to interact with stakeholders.
• Excellent collaboration and communication (Verbal and written) skills.
• Proficiency bilingual (Spanish/English) language competency required.
• Bachelor's degree or equivalent experience.
• 2-4 years of experience in MS Windows desktop operating system deployment.
• Strong understanding of software distribution tools and network infrastructure principles.
• Experience with Mobile Device Management.
• Experience with ITSM systems like ServiceNow.

PHYSICAL & ENVIRONMENTAL DEMANDS

• Medium lifting (30 lbs. – 45 lbs.)
• Frequent standing, kneeling, crawling, stooping, bending, twisting, and climbing (stairs, ladders).

TIME TRAVEL REQUIRED

• 10%

CORE COMPETENCES

• Own It
• Act With Urgency
• Foster a Customer-First Mindset
• Think Big and Execute
• Lead by Example
• Drive Continuous Improvement
• Learn and Seek Out Development
• Promote Transparency and Open Communication

OUR CORE PRINCIPALS

Safety. Integrity. Respect. Teamwork. Inclusion.

OUR STRATEGIC PRIORITIES

• High-Performance Culture
• Customer Focus
• Operational Excellence
• Innovation
• Financial Strength

VERTIV BEHAVIORS

• Own it
• Act with urgency
• Foster a customer-first mindset
• Think big and execute
• Lead by example
• Drive continuous improvement
• Learn and seek out development
• Promote transparent & open communication

About Vertiv

Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to enable its customers’ vital applications to run continuously, perform optimally and grow with their business needs. Vertiv solves the most important challenges facing today’s data centers, communication networks and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extend from the cloud to the edge of the network. Headquartered in Westerville, Ohio, USA, Vertiv employs around 34,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.

Work Authorization

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to [e-mail].