IT Service Desk Agent: End-User & Shopfloor Support

BRP; Santiago de Querétaro; Presencial; MXN 201.000 - 335.000; Jornada completa

Descripción de la vacante

BRP is seeking a Service Desk Agent to support end users with laptops, desktops, printers, and common office software in a manufacturing environment. You will install, configure, and troubleshoot devices, coordinate with IT teams, and ensure timely ticket resolution according to priority and SLA.

The role includes onboarding/maintaining assets and contributing to shop-floor IT operations. The ideal candidate has a Bachelor in Information Technology and at least 3 years of computer science

Formación

• Bachelor: Information Technology
• Experience at least 3 years experience in computer science

Responsabilidades

• Regular end user support (professionals)
• Adequately solve tickets according to agreed priority and in compliance with SLA
• End user equipment support and troubleshooting (Dell laptops/desktops/workstations, Ricoh printers, etc)
• Computer installation and setup (PXE boot)
• Standard BRP applications deployment (through SCCM)
• Microsoft Office suite
• Google Workspace office suite
• Google Meet hardware support
• Wireless connectivity
• Devices configuration and support (Samsung & Apple)
• Manufacturing environment (shop-floor)
• Mobile Zebra printers (preventive and corrective maintenance with LAN configuration)
• Zebra scanners (preventive maintenance and configuration)
• Mobisys software configuration
• Basic troubleshooting with infrastructure servers, network, and telecom asset equipment
• Shop floor support (tier 2)
• Shop floor equipment installation
• Shop floor apps installation
• Tablets installation, configuration and support
• Weekly tapes backup and restore
• Schedule preventive maintenance of manufactured devices
• Continues improvement to minimize downtime
• Asset validation and maintenance in AM database
• Collaborate with other IT towers to speed up incidents
• Report progress and escalate risks; handoff tasks between shifts
• Develop work instructions for services
• Follow BRP values and behaviors
• Ensure safe working environment and safety accountability

Descripción del empleo

BRP is seeking a Service Desk Agent to support end users with laptops, desktops, printers, and common office software in a manufacturing environment. You will install, configure, and troubleshoot devices, coordinate with IT teams, and ensure timely ticket resolution according to priority and SLA.

The role includes onboarding/maintaining assets and contributing to shop-floor IT operations. The ideal candidate has a Bachelor in Information Technology and at least 3 years of computer science