IT Service Desk Proximity Agent 3er turno

BRP; Ciudad Juárez; On-site; MXN 167,000 - 268,000; Full time

Job summary

BRP in Ciudad Juárez, Mexico is seeking an IT help desk/technical support professional to provide end-user support across phone, email, and chat. The role covers equipment setup, standard BRP apps deployment via SCCM, and mobile device support in a manufacturing environment.

You will document incidents, troubleshoot Dell and Ricoh devices, and assist with Zebra printers/scanners, Office 365 and Google Workspace. Shift work including nights may be required.

Qualifications

• Computer Science education technical or bachelor’s degree.
• 3 years of experience configuring, building or troubleshooting computers, printers, scanners.
• English (Speaking 50%, Writing 70%, Reading 90%)

Responsibilities

• Regular end user support (Professionals)
• Provide primary technical support to end-users via multiple communication channels (phone, email, chat).
• Accurately document all support interactions, incidents, and resolutions in the ticketing system to ensure clear historical tracking and knowledge transfer.
• End user equipment supports and troubleshooting (DELL laptop, desktop, workstation, Ricoh printers)
• Computer installation and setup (PXE boot)
• Standard BRP applications deployment (Through SCCM)
• Microsoft Office Suite & Google Workspace Office Suite
• Google Meets hardware support
• Wireless connectivity
• Mobile devices configuration and support (Samsung & Apple)
• Shop floor support and equipment installation
• Zebra printers (preventive and corrective maintenance along with LAN configuration)
• Zebra scanners (preventive maintenance and configuration)
• Mobisys configuration
• Basic troubleshooting with infrastructure servers, network, and telecom asset equipment
• Shop floor apps installation (part of the configuration tool)
• Tablets installation, configuration and support
• Schedule preventive maintenance of manufacture devices
• Prioritize interventions to reduce downtime and loss of vehicles
• Analyze incident data to identify root causes and improve service stability
• Maintain assets in AM database for production equipment
• Collaborate with IT teams to speed up incident or service delivery
• Report progress and risks to supervisor; hand off tasks between shifts
• Develop work instructions for good service maintenance
• Support ISO 9001:2015 compliance
• Comply with safety rules and training
• Identify quality issues and support corrective actions

Skills

Customer-oriented approach

Communication skills

Time management

Problem solving

Shift flexibility

Teamwork

Punctuality

Education

Computer Science education technical or bachelor’s degree

Tools

SCCM

Microsoft Office

Google Workspace

Google Meets

Dell hardware

Ricoh printers

Zebra printers

Zebra scanners

Mobisys

PXE boot

Networking basics

Job description

General Description

Customer oriented, good collaboration with teammates, experience working with multi-functional teams, problem solving and analytical mindset. Tickets resolution following IT Operation Model.

Customer oriented, good collaboration with teammates, experience working with multi-functional teams, problem solving and analytical mindset. Tickets resolution following IT Operation Model.

Experience And Education

• Computer Science education technical or bachelor’s degree
• 3 years of experience configuring, building or troubleshooting computers, printers, scanners
• English (Speaking 50%, Writing 70%, Reading 90%)

Knowledge, Skills And Certifications

• Customer-oriented approach with a commitment to maintaining a high level of customer satisfaction and service excellence.
• Excellent written and verbal communication skills with a focus on clear, professional, and empathetic interaction with users and colleagues.
• Strong time-management, organizational skills, and attention to detail, with the ability to effectively prioritize tasks and work under pressure to meet deadlines.
• Strong problem-solving and analytical skills to diagnose and resolve complex technical issues efficiently.
• Availability to work on the day shift, evening shift, and night shift
• Good teammate (attend meetings, collaborate, maintain good relationships with colleagues)
• Punctuality

Main Tasks And Responsibilities

• Regular end user support (Professionals)
• Provide primary technical support to end-users via multiple communication channels (phone, email, chat).
• Accurately document all support interactions, incidents, and resolutions in the ticketing system to ensure clear historical tracking and knowledge transfer.
• End user equipment supports and troubleshooting (DELL [laptop, desktop, workstation], Ricoh [regular printers and MP], etc)
• Computer installation and setup (PXE boot)
• Standard BRP applications deployment (Through SCCM)
• Microsoft Office Suite & Google Workspace Office Suite
• Google Meets hardware support
• Wireless connectivity
• Mobile devices configuration and support (Samsung & Apple)
• Manufacturing Environment (commonly called Shop-Floor)
• Zebra printers (preventive and corrective maintenance along with LAN configuration [Wi-Fi]).
• Zebra scanners (preventive maintenance and configuration)
• Software configuration (Mobisys)
• Basic troubleshooting with infrastructure servers, network, and telecom asset equipment
• Shop floor support and equipment installation
• Shop floor apps installation (part of the configuration tool)
• Tablets installation, configuration and support
• Schedule preventive maintenance of manufacture devices
• Always ensure to prioritize the necessary interventions on production operations to reduce, or even proactively eliminate, downtime and loss of vehicles.
• Proactively analyze incident data to identify and address root causes of recurring technical issues to improve overall service stability.
• Receipt/validate and maintain all assets appropriately within the AM database to constantly reflect the condition of the equipment under its immediate responsibility
• Collaborate with other IT functional towers to speed up incident or service delivery according to ticket priority in compliance with SLA, ensuring timely and appropriate escalation of complex issues.
• Periodically report progress and communicate or escape any problem or risk requiring the immediate attention of the immediate supervisor. Report open tasks between shifts for IT Services continuity.
• Initiate, maintain and develop all work instructions essential to the good maintenance of the services offered.
• Participate in compliance with the QMS (Quality Management System) determined for their role in relation to the standard ISO 9001: 2015.
• Comply with safety rules according to the function.
• Comply on time with planned training related to Quality and Training.
• Identify and report any quality and compliance issues and support corrective actions.

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 17,000 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

Follow Us On

LinkedIn @BRP

Twitter@BRPnews

Resumes in English will be preferred.