IT Support Analyst

Pyrotek; Apodaca; Presencial; MXN 400.000 - 640.000; Jornada completa

Descripción de la vacante

Pyrotek in Mexico, Apodaca, seeks an IT Support Analyst to provide Level 1 and Level 2 technical support across the region, ensuring smooth operation of hardware, software, networks and corporate apps.

The role requires strong troubleshooting, customer service, and teamwork within a regional IT team; experience with Aruba networks, UEM platforms (ManageEngine Endpoint Central, Microsoft Intune, Workspace ONE, Ivanti Neurons for UEM), ITIL familiarity, bilingual in English and Spanish is a plus.

Formación

• Bachelor's degree or equivalent experience in IT.
• 5+ years in IT support or service desk environments.
• Strong working knowledge of Windows 11, Office 365, Active Directory/Azure AD, and intermediate networking.
• Experience with Unified Endpoint Management platforms is a plus.

Responsabilidades

• Provide Tier 1 and Tier 2 desktop, laptop, mobile, printer, and enterprise app support.
• Troubleshoot issues related to Windows, VPN, endpoint security, and general user problems.
• Maintain service desk interactions with SLAs and professional communication.
• Install, configure, and deploy hardware/software per corporate standards.
• Maintain documentation, asset inventories, and knowledge base articles.

Conocimientos

Windows 11

Office 365

AD / Azure AD

Networking

Aruba Networks

UEM platforms

ITIL

English/Spanish

Educación

Bachelor's degree in CS/IT/Engineering

Herramientas

ManageEngine Endpoint Central

Microsoft Intune

Workspace ONE

Ivanti Neurons for UEM

Windows OS

VPN

Office 365

Descripción del empleo

The IT Support Analyst will be responsible for providing Level 1 and Level 2 technical support to end users across the Mexico region, ensuring the smooth operation of hardware, software, network services, and corporate applications.

The role requires strong technical troubleshooting abilities, excellent customer service, and the capacity to work collaboratively within a dynamic regional IT team.

Experience with networking, especially Aruba Networks, Unified Endpoint Management (UEM) platforms, and ITIL frameworks will be considered a significant plus. Relevant UEM platforms include ManageEngine Endpoint Central, Microsoft Intune, Omnissa Workspace ONE, and Ivanti Neurons for UEM.

You will work closely with the Regional IS Manager (your hiring manager) and contribute to daily operations, projects, and continuous improvement initiatives.

Job Summary

The IT Support Analyst will be responsible for providing Level 1 and Level 2 technical support to end users across the Mexico region, ensuring the smooth operation of hardware, software, network services, and corporate applications.

The role requires strong technical troubleshooting abilities, excellent customer service, and the capacity to work collaboratively within a dynamic regional IT team.

Experience with networking, especially Aruba Networks, Unified Endpoint Management (UEM) platforms, and ITIL frameworks will be considered a significant plus. Relevant UEM platforms include ManageEngine Endpoint Central, Microsoft Intune, Omnissa Workspace ONE, and Ivanti Neurons for UEM.

You will work closely with the Regional IS Manager (your hiring manager) and contribute to daily operations, projects, and continuous improvement initiatives.

Key Responsibilities

End-User & Technical Support

• Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers, and enterprise applications.
• Troubleshoot and resolve incidents related to Windows OS, Office 365, VPN, endpoint security, and general user issues.
• Deliver support via the Service Desk platform, ensuring compliance with SLAs and maintaining professional communication.

Network & Infrastructure

• Perform intermediate troubleshooting of servers, switches, access points, and other IT infrastructure components.
• Support and maintain Networks environments (wired and wireless).
• Assist in network monitoring, basic configuration tasks, and issue escalation when needed.

Systems Administration & Deployment

• Install, configure, and deploy hardware and software following corporate standards.
• Maintain updated documentation, asset inventories, and knowledge base articles.
• Conduct scheduled preventive maintenance and apply system updates.

Use a Unified Endpoint Management (UEM) platform to enroll, inventory, configure, patch, secure, and remotely support corporate endpoints.

Collaboration & Continuous Improvement

• Escalate complex issues to senior IS team members or global support groups.
• Participate in IT projects, site upgrades, and regional initiatives.

Proactively identify recurring issues, service gaps, and process inefficiencies, and present practical recommendations, improvement proposals, and new ideas to strengthen IT operations and the user experience.

• Train end-users on systems and tools to reduce recurring issues.
• Promote constructive communication, teamwork, and excellent customer service.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field; or equivalent experience.
• 5+ years of experience in IT support or service desk environments.
• Strong working knowledge of:
• Windows 11
• Office 365
• Active Directory / Azure AD
• Intermediate networking (LAN/WAN, TCP/IP, DHCP, DNS)

Unified Endpoint Management platforms, such as ManageEngine Endpoint Central, Microsoft Intune, Omnissa Workspace ONE, or Ivanti Neurons for UEM

• Ability to prioritize, multitask, and communicate effectively in English and Spanish.
• Strong troubleshooting and documentation skills.

Preferred Qualifications

Hands-on experience administering a Unified Endpoint Management platform, including software deployment, operating system and third-party patching, device compliance, inventory reporting, and remote troubleshooting.

• Experience with Local Area Networks (configuration, monitoring, support).
• Network certifications (e.g., Aruba, CCNA-equivalent).
• Microsoft certifications (MCP, MCSA, MS-900, AZ-900).
• ITIL Foundation certification.

Key Skills & Competencies

Effective communication and interpersonal skills, with the ability to explain technical concepts clearly, listen actively, and provide professional service to users and stakeholders.

Proactive and self-motivated approach, with the ability to anticipate needs, take ownership, and follow through on commitments with minimal supervision.

Strong analytical and problem-solving skills, including the ability to assess issues, identify root causes, evaluate alternatives, and implement practical, sustainable solutions.

Continuous improvement mindset, with the ability to identify opportunities, challenge inefficient practices constructively, and propose well-considered improvements and innovative ideas.

• Ability to interact with users at all organizational levels.
• Responsible, detail-oriented, and committed to delivering quality results.

Physical & Work Environment

• Office-based role in a climate-controlled environment.
• Ability to sit for extended periods, move equipment, and occasionally lift up to 25 lbs.
• Occasional travel to local or regional sites may be required.

Why Join Us?

• Be part of a collaborative, growing regional IS team.
• Opportunity to work with global technologies and participate in international projects.
• Professional development and certification opportunities (networking, cloud, ITIL).