IT Service desk Agent

BRP; Ciudad Juárez; Presencial; MXN 201.000 - 290.000; Jornada completa

Descripción de la vacante

BRP in Ciudad Juárez, MX, is seeking a Service Desk Agent to provide first-level IT support across multiple channels. You will resolve incidents per the IT Operating Model and document all interactions for traceability.

Responsibilities include troubleshooting end-user devices, installing and configuring systems, deploying applications via SCCM, and supporting Office 365, Google Workspace, and mobile devices. Collaboration with IT teams is essential to maintain service quality.

Formación

• Tech degree in Computer Science or related field.
• Minimum 3 years configuring, assembling, or supporting computers, printers, and scanners.
• English proficiency: Speaking 50%, Writing 70%, Reading 90%.
• Customer-focused mindset with a commitment to service excellence.
• Excellent written and verbal communication skills.
• Strong time management, organizational, and attention-to-detail skills.
• Ability to work day, evening, and night shifts.
• Strong teamwork skills and punctuality.

Responsabilidades

• Provide first-level technical support to end users via phone, email, and chat.
• Accurately document all interactions, incidents, and solutions in the ticketing system.
• Troubleshoot and support end-user equipment (laptops, desktops, printers, etc.).
• Install and configure computers (PXE boot).
• Deploy BRP standard applications via SCCM.
• Support Microsoft Office and Google Workspace.
• Support Google Meet hardware and wireless connectivity.
• Configure and support mobile devices.
• In manufacturing, support Zebra printers/scanners and network configuration; basic server/networking support.
• Schedule preventive maintenance and reduce downtime; analyze incident data for root causes.
• Collaborate with IT teams to meet SLA, escalate issues as needed, and maintain assets in the CMDB.

Educación

Technical degree or Bachelor's degree in Computer Science or a related field

Descripción del empleo

General Description

BRP offers a career opportunity as a Service Desk Agent for a customer-oriented professional with strong teamwork and collaboration skills, experience working with cross-functional teams, analytical thinking, and problem-solving abilities. The role is responsible for ticket resolution following the IT Operating Model.

Main Duties And Responsibilities

Regular End User Support (Office Professionals)

• Provide first-level technical support to end users through multiple channels (phone, email, chat).
• Accurately document all interactions, incidents, and solutions in the ticketing system to ensure traceability and knowledge transfer.
• Troubleshoot and support end-user equipment (DELL laptops, desktops, workstations; Ricoh standard and multifunction printers; etc.).
• Computer installation and configuration (PXE boot).
• Deployment of BRP standard applications (via SCCM).
• Microsoft Office and Google Workspace support.
• Google Meets hardware support.
• Wireless connectivity support.
• Mobile device configuration and support.

Manufacturing Environment (Shop Floor)

• Zebra printers and scanners support (preventive and corrective maintenance, as well as LAN/Wi-Fi network configuration).
• Software configuration (Mobisys).
• Basic support for infrastructure servers, networking, and telecommunications.
• Production floor support and equipment installation.
• Installation of shop-floor applications (as part of setup tools).
• Tablet installation, configuration, and support.
• Schedule preventive maintenance for manufacturing equipment.
• Prioritize interventions required in production operations to reduce or eliminate downtime and production losses.
• Proactively analyze incident data to identify root causes of recurring issues and improve service stability.
• Receive, validate, and maintain all assets in the Asset Management database to accurately reflect the status of equipment under responsibility.

Other Responsibilities

• Collaborate with other IT teams to expedite incident resolution and service requests according to ticket priorities and SLA compliance, ensuring proper escalation of complex issues.
• Regularly report progress and communicate or elevate issues and risks requiring immediate supervisor attention. Report open tasks between shifts to ensure service continuity.
• Create, maintain, and improve work instructions necessary to ensure proper service maintenance.
• Participate in compliance with the Quality Management System (QMS) in accordance with ISO 9001:2015 requirements.
• Comply with safety regulations applicable to the role.
• Complete all quality and training-related courses on time.
• Identify and report quality and compliance issues and support corrective actions.

Required Knowledge, Skills, And Education

• Technical degree or Bachelor's degree in Computer Science or a related field.
• Minimum of 3 years of experience configuring, assembling, or supporting computers, printers, and scanners.
• English proficiency (Speaking 50%, Writing 70%, Reading 90%).
• Customer-focused mindset with a commitment to maintaining a high level of satisfaction and service excellence.
• Excellent written and verbal communication skills, with emphasis on clear, professional, and empathetic interaction with users and colleagues.
• Strong time management, organizational, and attention-to-detail skills, with the ability to effectively prioritize tasks and work under pressure to meet deadlines.
• Strong analytical and problem-solving skills to efficiently diagnose and resolve complex technical issues.
• Availability to work day, evening, and night shifts.
• Strong teamwork skills (attendance at meetings, collaboration, and maintaining positive working relationships with colleagues).
• Punctuality.

ACKNOWLEDGING THE POWER OF DIVERSITY

BRP is dedicated to nurturing a culture that invites, connects, and propels the ambitions of people of all backgrounds, profiles, beliefs and experiences. Ultimately, the diversity and uniqueness of our people fuel our ingenuity and set the course for the path ahead!

For this reason, we value diversity and we strive to always push each other forward to build an inclusive workplace where every employee feels like they belong, where they can grow and find meaning.

WELCOME TO BRP

We’re a world leader in recreational vehicles and boats, creating innovative ways to move on snow, water, asphalt, dirt and even in the air. Headquartered in the Canadian town of Valcourt, Quebec, our company is rooted in a spirit of ingenuity and intense customer focus.

Today, we operate manufacturing facilities in Canada, the United States, Mexico, Finland, Australia and Austria, with a workforce made up of close to 20,000 spirited people, all driven by the deeply held belief that at work, as with life itself, it’s not about the destination; it’s about the journey.

www.brp.com

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