IT Support Analyst

Modine Manufacturing Company; Ciudad Juárez; On-site; MXN 180,000 - 300,000; Full time

Job summary

Modine Manufacturing Company is seeking an IT Support Analyst to provide critical technical support for hardware, software, networking, and end-user systems. You will manage incidents, assist with IT projects, and collaborate with cross-functional teams to deliver reliable IT services.

The role emphasizes hands-on problem solving, strong customer service, and documentation, with opportunities to grow within the IT field.

Qualifications

• Associate degree in IT or related field; Bachelor’s preferred; certifications such as Network+, ITIL, or MCSA are a plus.
• 5+ years IT support experience, preferably in a Service Desk environment.
• Strong hardware and software troubleshooting across Windows and macOS.
• Networking basics: TCP/IP, DNS, DHCP, and VPNs; familiarity with LAN/WAN.
• Experience with Active Directory, user and server administration, and ITSM tools like ServiceNow.
• Excellent problem-solving, communication, and customer-focused service.

Responsibilities

• Provide end-user support across hardware, software, and network issues.
• Take ownership of incidents; perform root-cause analysis and resolve promptly.
• Install, configure, and troubleshoot IT hardware and software applications.
• Assist with VPN, Wi-Fi, and LAN connectivity issues.
• Deliver end-user training and maintain knowledge base documentation.
• Support IT projects, including upgrades and deployments, and assist cross-functional teams.
• Coordinate with third-party vendors for hardware repairs and software troubleshooting.

Skills

Technical support

Incident management

Hardware troubleshooting

Software troubleshooting

Networking basics

VPNs

Windows

Linux

Active Directory

ServiceNow ITSM

Documentation

Education

Associate degree in Information Technology

Bachelor’s degree preferred

Certifications: CompTIA Network+, ITIL Foundation, or MCSA a plus

Tools

Office 365

Windows Server

VMware/Hyper-V

Job description

The IT Support Analyst will provide critical support for a variety of IT systems, applications, and infrastructure. If you are a problem solver with hands-on technical experience, excellent customer service skills, and the desire to grow within the IT field, we want you on our team.

Key Responsibilities:

• Technical Support: Provide support for end-users across hardware, software, network, and system-related issues. Assist in troubleshooting more complex technical problems and elevate appropriately.
• Incident & Problem Management: Take ownership of incidents, ensuring timely resolution. Perform root cause analysis for recurring issues and implement solutions to prevent reoccurrence.
• Hardware and Software Support: Install, configure, maintain, and troubleshoot IT hardware (e.g., laptops, desktops, printers) and software applications. Handle escalations that require advanced configuration or troubleshooting skills.
• Network & Connectivity Support: Assist with network issues, including troubleshooting connectivity problems and supporting VPN, Wi-Fi, and LAN-related issues.
• End-User Training & Documentation: Provide training to end-users on new systems and applications, ensuring they have the necessary knowledge to effectively utilize company technology. Contribute to maintaining and improving knowledge base and documentation for end-user self-service.
• IT Project Support: Assist with IT projects, including system upgrades, software deployments, and hardware refreshes. Provide hands-on support and troubleshooting during the project lifecycle.
• Collaboration with IT Teams: Work closely with other IT teams (e.g., System Administrators, Network Engineers) to elevate and resolve more complex issues and contribute to cross-functional project initiatives.
• Vendor Management: Work with third-party vendors to coordinate support services, hardware repairs, and software troubleshooting when necessary.

Qualifications:

• Education: Associate’s degree in Information Technology, Computer Science, or related field (Bachelor's degree preferred); relevant certifications such as CompTIA Network+, ITIL Foundation, or Microsoft Certified Solutions Associate (MCSA) are a plus.
• Experience: 5+ years of experience in IT support, preferably in a Service Desk or IT Support role.
• Technical Skills:
• Strong experience with troubleshooting hardware (desktops, laptops, printers, etc.) and software (Windows, macOS, Office 365, etc.).
• Familiarity with networking concepts, including TCP/IP, DNS, DHCP, and VPNs.
• Hands-on experience with operating systems (Windows Server, Linux) and virtualization platforms (VMware, Hyper-V).
• Knowledge of Active Directory, user account management, and basic server administration.
• Experience with ServiceNow ITSM.
• Problem-Solving: Strong analytical skills and ability to resolve complex technical issues quickly and efficiently.
• Communication Skills: Excellent verbal and written communication skills. Able to explain technical issues clearly to both technical and non-technical users.
• Customer-Focused: High level of customer service skills, with the ability to build strong relationships with end-users and other IT teams.

Organizational Skills: Strong time management skills with the ability to prioritize multiple tasks and handle a varied workload