IT Support Engineer

Gebauer & Griller; San Juan del Río; Presencial; MXN 201.000 - 312.000; Jornada completa

Descripción de la vacante

Gebauer & Griller is seeking an IT Service Desk professional in Querétaro/San Juan del Río to provide end-user support in a manufacturing environment. The role covers handling tickets, diagnosing first-level hardware and software issues, and assisting with network-related queries.

You will support Windows 10/11, Office 365, printers, and mobile devices, while documenting incidents and following security policies. Advanced English is required for collaboration with global teams and projects.

Formación

• Degree in Systems Engineering, Computer Science, Information Technology, Computing, or a related field.
• 2–4 years in technical support, Service Desk, or first-level support.
• Experience in end-user support.
• Knowledge of Windows 10/11 and Microsoft Office 365.
• Basic knowledge of TCP/IP networks, LAN, Wi-Fi, and VPN.
• Knowledge of hardware, peripherals, and equipment diagnostics.
• Proficiency with Service Desk/ticketing tools.
• Basic knowledge of Active Directory.
• Experience in manufacturing or automotive industry environments is preferred.
• Advanced English.

Responsabilidades

• Handle and follow up on user technical support tickets.
• Diagnose and resolve first-level hardware and software incidents.
• Provide support for computers, printers, peripherals, and mobile devices.
• Perform installation, configuration, and basic maintenance of equipment and applications.
• Provide support to users regarding Windows, Microsoft Office, email, and corporate tools.
• Assist with basic configuration and troubleshooting of networks, connectivity, Wi-Fi, and VPNs.
• Manage and track user accounts, access rights, and passwords in accordance with security policies.
• Accurately document incidents and resolutions in the help desk system.
• Escalate second-level incidents when necessary, providing complete information for resolution.
• Follow up on requests until they are resolved and closed.
• Assist with the inventory and control of IT assets.
• Comply with IT and cybersecurity policies and procedures.
• Participate in projects to implement, update, and improve technology infrastructure.
• Maintain clear, service-oriented communication with users.

Descripción del empleo

• Education: Degree in Systems Engineering, Computer Science, Information Technology, Computing, or a related field.
• Experience: 2 to 4 years in technical support, Service Desk, or first-level support.
• Experience in end-user support.
• Knowledge of Windows 10/11 and Microsoft Office 365.
• Basic knowledge of TCP/IP networks, LAN, Wi-Fi, and VPN.
• Knowledge of hardware, peripherals, and equipment diagnostics.
• Proficiency with Service Desk/ticketing tools.
• Basic knowledge of Active Directory.
• Experience in manufacturing or automotive industry environments is preferred.
• Advanced English.

Main Responsibilities

• Handle and follow up on user technical support tickets.
• Diagnose and resolve first-level hardware and software incidents.
• Provide support for computers, printers, peripherals, and mobile devices.
• Perform installation, configuration, and basic maintenance of equipment and applications.
• Provide support to users regarding Windows, Microsoft Office, email, and corporate tools.
• Assist with basic configuration and troubleshooting of networks, connectivity, Wi-Fi, and VPNs.
• Manage and track user accounts, access rights, and passwords in accordance with security policies.
• Accurately document incidents and resolutions in the help desk system.
• Escalate second-level incidents when necessary, providing complete information for resolution.
• Follow up on requests until they are resolved and closed.
• Assist with the inventory and control of IT assets.
• Comply with IT and cybersecurity policies and procedures.
• Participate in projects to implement, update, and improve technology infrastructure.
• Maintain clear, service-oriented communication with users.