IT Support Specialist

HCLTech; Apodaca; Presencial; MXN 200.880 - 312.480; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Life insurance

Major medical insurance

Minor medical insurance

Savings fund 13%

Food vouchers

Vacation days 12+

Bonus days 30

Descripción de la vacante

HCLTech is seeking an IT Support Specialist in Mexico to provide tier-1/2 helpdesk for macOS and Windows environments. You will install, configure, and maintain devices, respond to calls and emails, and contribute to knowledge bases.

The role requires strong communication, independence, and teamwork in a 24/7 onsite operation. Responsibilities include troubleshooting hardware and software, managing MDM and ticketing systems, training users, and maintaining inventory and security across networks

Formación

• Proven experience as a Desktop Support Specialist.
• Strong knowledge of Windows and Mac operating systems.
• Familiarity with remote desktop applications and help desk software.
• Excellent problem-solving and communication skills.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.
• Relevant certifications (e.g. MCP) are a plus.

Responsabilidades

• Provide technical assistance for macOS-based hardware and software.
• Install, configure, and upgrade macOS and drivers using MDM tools like JAMF.
• Provide support for hardware, software, and network issues.
• Set up and maintain desktop/mobile devices.
• Respond to support requests via phone, email, or in person.
• Document issues and resolutions in a ticketing system.
• Train users on new systems and software.
• Collaborate with IT team to resolve complex issues.
• Maintain inventory of hardware and software.
• Ensure security and privacy of networks and systems.
• Create and maintain user guides and knowledge bases.

Conocimientos

Windows OS

macOS proficiency

Remote desktop

Help desk software

Problem solving

Communication

Team collaboration

Organization

Educación

Microsoft Certified Professional

Herramientas

MDM JAMF

Descripción del empleo

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2024 totaled $13.7 billion.

IT Support Specialist

Working Model: 100% Onsite, 2 days off per week, rotational shift, 24/7 operation.

Key Responsibilities:

• Providing technical assistance for macOS-based hardware and software, troubleshooting issues, installing and maintaining systems, and assisting users.
• Installing, configuring, and upgrading macOS, software applications, and drivers, sometimes involving deployment and management of devices using tools like Mobile Device Management (MDM) solutions (e.g., JAMF)
• Provide technical support and troubleshooting for hardware, software, and network issues.
• Install, configure, and maintain desktop and laptop computers, mobile devices, and peripherals.
• Assist with the setup and deployment of new equipment and software.
• Respond to support requests via phone, email, or in-person.
• Document and track issues and resolutions in a ticketing system.
• Train users on new systems and software as needed.
• Collaborate with other IT team members to resolve complex issues.
• Maintain an inventory of all hardware and software resources.
• Ensure security and privacy of networks and computer systems.
• Creating and maintaining user guides, FAQs, and knowledge base articles to support self-service troubleshooting and enhance user productivity.

Qualifications:

• Proven experience as a Desktop Support Specialist or similar role.
• Strong knowledge of Windows and Mac operating systems.
• Familiarity with remote desktop applications and help desk software.
• Excellent problem-solving and communication skills.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.
• Relevant certifications (e.g. Microsoft Certified Professional) are a plus.

What we offer:

• Life insurance
• Major Medical Expenses Insurance (extends to spouse and children under 25 years of age, if applicable).
• Minor Medical Expense Insurance.
• Savings Fund 13% (up to MXN $4,400 monthly)
• Food vouchers 10% (up to MXN $3,400 monthly)
• 30 days bonus
• 12 days of vacation in the first year, increasing by 2 as dictated by law.

For latest updates, follow our page: https://mx.linkedin.com/showcase/hcltech-mexico/