IT Support Specialist

amvac; Región Centro; Híbrido; MXN 180.000 - 300.000; Jornada completa

Descripción de la vacante

American Vanguard is seeking an IT Support Specialist to provide advanced end-user support and keep workplace technology reliable across desktops, laptops, and mobile devices. You will work with region and global IT teams to maintain service levels and coordinate with infrastructure on network devices.

The role covers incident management, access control, reporting, and ERP-related support, requiring strong Windows/macOS skills, Microsoft 365 expertise, and ITSM tooling experience.

Formación

• 5+ years of experience in IT support, desktop support, or service desk roles.
• Bachelor’s degree or technical degree in Information Technology, Computer Science, or related field (or equivalent experience).
• English proficiency (spoken and written) is strongly preferred.
• Advanced experience supporting end-user hardware and peripherals.
• Strong knowledge of Windows, macOS, and Microsoft 365.
• Intermediate networking knowledge (TCP/IP, DNS, DHCP, VPN).
• Experience with Active Directory and identity/access management.
• Experience with ITSM tools (ServiceNow, Freshservice, Jira, Zendesk, etc.).
• Excel, Power BI, and business reporting tools.
• Experience supporting ERP or business systems (SAP, Oracle, NetSuite, Dynamics).

Responsabilidades

• End-User & Workplace Technology Support: provide Level 2/3 support for desktops, laptops, printers, and peripherals.
• Manage Windows/macOS configurations, Microsoft 365 services, and reporting tools.
• Diagnose and resolve complex hardware, software, and performance issues.
• Network & Office Infrastructure Support: troubleshoot LAN, Wi‑Fi, VPN, and network devices.
• Coordinate configuration of switches, access points, and firewalls with infra teams.
• Reporting & Business User Support: assist reporting users, troubleshoot data access, and support ERP users.
• Incident, Problem & Request Management: escalate complex incidents and ensure SLAs are met.
• User Access, Asset & Compliance Management: manage Active Directory, onboarding/offboarding, asset inventory, SOX/compliance.

Conocimientos

Windows OS

macOS

Microsoft 365

Active Directory

Networking (TCP/IP)

Excel

Power BI

English language

ITSM tools

Educación

Bachelor's degree in Information Technology or Computer Science

Herramientas

ServiceNow

Jira

Zendesk

Freshservice

SAP

Oracle

NetSuite

Dynamics

Descripción del empleo

Grow Your Career with a Leader in Sustainable Agriculture — We’re Hiring an IT Support Specialist !

At American Vanguard, we are not just offering a position - we are offering a path to purpose. If you are the kind of professional who wants to be part of something bigger, who thrives on challenges, and who is ready to help shape the future of agriculture - we want to hear from you.

Who we are:

With over 50 years of experience, American Vanguard Corporation (NYSE: AVD) is a U.S.-based, global provider of technology solutions for agriculture and related industries. We help growers increase yields, protect crops, and address today’s challenges through sustainable, science-driven innovation. Our portfolio includes trusted crop protection products, nutrient management tools, and advanced delivery systems.

Serving a wide range of crops - from corn and soybeans to vegetables and specialty crops - we are committed to environmental stewardship, responsible practices, and meaningful partnerships. At American Vanguard, we’re advancing agriculture through innovation, sustainability, and real-world results.

About the Position:

The IT Support Specialist is responsible for providing advanced technical support to end users and maintaining the reliability of workplace technology. This role supports desktops, laptops, mobile devices, office connectivity, and reporting tools to ensure consistent system performance across the organization.

The position also serves as an escalation point for complex technical issues and collaborates closely with regional and global IT teams to maintain high service levels and operational excellence.

Key Responsibilities:

End-User & Workplace Technology Support

• Provide Level 2 and Level 3 support for desktops, laptops, mobile devices, printers, scanners, and peripherals.
• Install, configure, and maintain Windows and macOS operating systems.
• Support Microsoft 365 services including Outlook, Teams, OneDrive, and SharePoint.
• Diagnose and resolve complex hardware, software, and performance issues.

Network & Office Infrastructure Support

• Troubleshoot office LAN, Wi-Fi, VPN, and network-connected devices, including printers.
• Support and coordinate configuration of network devices (switches, access points, firewalls) in collaboration with infrastructure teams.
• Serve as the local IT point of contact during network outages or connectivity incidents.

Reporting & Business User Support

• Provide advanced support to report users, including access management and troubleshooting reporting platforms
• Work with application, ERP, and data teams to resolve reporting or data access issues.
• Provide support to employees and QAD users to troubleshoot and resolve system issues impacting business operations in a timely manner.

Incident, Problem & Request Management

• Serve as an escalation point for complex incidents and recurring issues.
• Ensure incidents and service requests are resolved within defined service levels (SLA’s) using the IT ticketing system.
• Perform root cause analysis and recommend permanent solutions.
• Maintain high-quality technical documentation and knowledge base articles.

User Access, Asset & Compliance Management

• Manage Active Directory and Microsoft 365 user accounts, groups, and permissions.
• Lead onboarding and offboarding IT activities.
• Maintain accurate IT asset inventory and lifecycle management.
• Support audit, compliance, and internal control activities (SOX, IT policies).
• Mentor junior IT support staff and share best practices.
• Participate in IT projects, system rollouts, and technology refresh initiatives.
• Proactively identify opportunities to improve IT support processes and user experience.
• Provide after-hours or on-call support for critical incidents when required.

Skills, Knowledge, and Ability Requirements:

• 5+ years of experience in IT support, desktop support, or service desk roles.
• Bachelor’s degree or technical degree in Information Technology, Computer Science, or related field (or equivalent experience).
• English proficiency (spoken and written) is strongly preferred.
• Advanced experience supporting end-user hardware and peripherals.
• Strong knowledge of Windows, macOS, and Microsoft 365.
• Intermediate networking knowledge (TCP/IP, DNS, DHCP, VPN).
• Experience with Active Directory and identity/access management.
• Experience with ITSM tools (ServiceNow, Freshservice, Jira, Zendesk, etc.).
• Excel, Power BI, and business reporting tools.
• Experience supporting ERP or business systems (SAP, Oracle, NetSuite, Dynamics).
• Strong knowledge of Windows, macOS, and Microsoft 365.
• Willingness and availability to respond in exceptional cases of urgency to assure the systems operation.
• Ability to explain technical issues to non-technical users.
• Strong analytical and troubleshooting skills.
• Ability to prioritize and manage multiple tasks under pressure.
• Strong sense of ownership and accountability.
• IT certifications such as CompTIA A+, Network+, ITIL Foundation, or similar.

We are an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, national origin, marital status, disability, military or veteran status, genetic information, or any other characteristic protected by law.