IT End User Services Senior Analyst

Vertiv Group; Mexicali; On-site; MXN 791,000 - 1,243,000; Full time

Job summary

Vertiv is seeking an IT Support professional in Mexicali to diagnose and troubleshoot hardware and software, provide second-level user support, and manage incidents with the Service Desk. The role involves hands-on IT project support and collaboration with cross-functional teams.

Responsibilities include asset management, backup operations support, and keeping management informed about local infrastructure.

Qualifications

• Bachelor's degree or equivalent experience required.
• 2-4 years of Windows desktop deployment experience.
• Experience with ITSM systems like ServiceNow.
• Experience with Mobile Device Management (MDM).
• Strong ethics and ability to interact with stakeholders.
• Excellent collaboration and written/spoken communication skills.
• Bilingual Spanish/English required.

Responsibilities

• Diagnose and troubleshoot hardware/software issues and document resolutions.
• Provide second-level user support for complex issues not resolved remotely.
• Ensure incident management by responding to service desk requests and escalating when needed.
• Lead hands-on IT project support and assist with additional duties as assigned.
• Collaborate with cross-functional teams to resolve end-user technology issues.
• Assist with asset management and maintain spare equipment stock levels.
• Support backup operations and PC replacement programs for the Platform Service Team.
• Keep IT management informed about local infrastructure status.

Skills

Ethics & stakeholder interaction

Collaboration & communication

Bilingual Spanish/English

Software distribution tools

Network infrastructure

Mobile Device Management

ITSM systems (ServiceNow)

Education

Bachelor's degree or equivalent experience

2-4 years Windows desktop deployment experience

Job description

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].