IT Support Engineer

Computrabajo; Mexico; On-site; MXN 210,000 - 300,000; Full time

Job summary

On-site IT Support Engineer (Level 1) is responsible for daily end-user support, hardware troubleshooting, and maintaining local IT infrastructure at client facilities across Mexico. This is a full-time, on-site role requiring prompt technical assistance and high operational uptime.

The role emphasizes strong customer service, clear communication, and teamwork with Level 2/3 engineers and vendors. Experience with Windows, Microsoft 365, and basic networking is essential, with English preferred

Qualifications

• A degree in Computer Science, IT, or equivalent practical experience.
• 1–3 years hands-on Desktop Support or Helpdesk Level 1 experience.
• Proficiency in Windows 10/11 and Microsoft 365.
• Basic networking knowledge (TCP/IP, DHCP, DNS).
• Experience with IT ticketing tools (ServiceNow, Jira, Remedy).

Responsibilities

• Provide first-line on-site IT support for desktops, laptops, printers, and mobile devices.
• Diagnose and resolve hardware/software/OS and local network issues.
• Handle onboarding and offboarding tasks in Active Directory/Microsoft 365.
• Deploy hardware, image systems, and set up workstations for new hires.
• Maintain local IT inventory and asset tracking.
• Document incidents in the ITSM system and meet SLAs.
• Escalate to Level 2/3 and coordinate with vendors.

Skills

Windows 10/11

Microsoft 365

Desktop Support

Networking basics

IT ticketing tools

Customer service

English proficiency

Education

Associate's or Bachelor's degree

Tools

ServiceNow

Jira

Remedy

Job description

Dedicated IT Support Engineer (Level 1 - On-Site)

Location: On-site (Multiple locations across Mexico: CDMX, Toluca, Irapuato, San Luis Potosí, Villahermosa, Zapopan, Monterrey, Cuautitlán Izcalli, Cuautlancingo).

Employment Type: Full-Time / Dedicated On-Site

Shift: Standard Business Hours (Monday to Friday)

Job Overview

We are looking for a dedicated On-Site IT Support Engineer (Level 1) to manage daily end-user IT support, workplace hardware troubleshooting, and local IT infrastructure maintenance at our client’s facility. This is a full-time, on-site role responsible for delivering prompt technical assistance and maintaining high operational uptime.

Key Responsibilities

• Provide first-line on-site technical support for desktop computers, laptops, printers, mobile devices, and peripherals.
• Diagnose and resolve hardware, software, operating system (Windows/macOS), and local network connectivity issues.
• Execute User Account Management tasks (Active Directory / Microsoft 365 onboarding, offboarding, access requests).
• Perform hardware deployments, system imaging, data migration, and workstation setup for new hires.
• Manage local IT inventory, IT asset tracking, and return/replacement of defective equipment.
• Document all incidents and service requests in the ITSM ticketing system following established SLAs.
• Escalation management: Coordinate with Level 2/3 engineering teams and external vendors for complex technical issues.

Qualifications & Requirements

Education: Associate’s or Bachelor’s degree in Computer Science, Information Technology, or equivalent practical experience.

Experience: 1–3 years of experience in hands‑on Desktop Support, Helpdesk Level 1, or Field Technical Support.

Technical Skills:

• Proficiency in Windows 10/11 and Microsoft 365 environment.
• Basic knowledge of networking fundamentals (TCP/IP, DHCP, DNS, LAN/Wi-Fi troubleshooting, patch panels).
• Familiarity with ticketing tools (ServiceNow, Jira, Remedy, or similar).

Soft Skills: Strong customer service orientation, clear communication skills, and structured problem-solving ability.

Language: Professional working proficiency in English (verbal and written) is preferred for internal escalation reporting.