IT Support Analyst

Modine Manufacturing Company; Ciudad Juárez; On-site; MXN 180,000 - 240,000; Full time

Job summary

Modine Manufacturing Company is seeking an IT Support Analyst to provide hands-on support across hardware, software, network, and infrastructure. You will troubleshoot issues, document solutions, and empower end-users with knowledge.

You'll work with cross-functional IT teams to resolve incidents, manage problems, and implement improvements. Strong communication and bilingual English–Spanish skills are essential for this role in our Ciudad Juárez operations.

Qualifications

• Associate degree in IT or related field; Bachelor's degree preferred.
• Certifications such as CompTIA Network+, ITIL Foundation, or MCSA are a plus.
• 5+ years IT support experience.
• Bilingual English-Spanish.

Responsibilities

• Provide support for end-users across hardware, software, network, and system-related issues.
• Take ownership of incidents and ensure timely resolution; perform root cause analysis.
• Install, configure, maintain, and troubleshoot IT hardware and software applications.
• Assist with network issues, VPN, Wi-Fi, and LAN-related problems.
• Provide end-user training and maintain knowledge base documentation.
• Assist with IT projects including upgrades, deployments, and hardware refreshes.
• Collaborate with other IT teams to resolve complex issues.
• Coordinate with third-party vendors for support services.

Skills

IT support

Troubleshooting hardware

Troubleshooting software

Networking basics

Active Directory

VMware/Hyper-V

ServiceNow ITSM

Documentation

Bilingual English-Spanish

Communication skills

Education

Associate degree in IT/related field

Bachelor's degree preferred

Certifications: Network+/ITIL/MCSA

Tools

VMware

Hyper-V

Job description

POSITION 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 escalated 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.
• Bilingual English - Spanish
• 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