IT Service Desk Agent | End-User & Shop Floor Support

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

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.