IT Support Specialist I

SWBC Mexico; Monterrey; On-site; MXN 167,000 - 234,000; Full time

Job summary

SWBC Mexico is seeking a talented individual to provide first-level technical support for end-user computing devices and applications. This role troubleshoots hardware and software issues, deploys and maintains IT equipment, and supports Microsoft technologies to ensure timely incident resolution.

You'll join an enterprise IT team, gain hands-on experience with modern technologies, and contribute to a customer-focused service environment while growing your technical skills.

Qualifications

• High school diploma or equivalent required; Associate degree in IT preferred.
• Minimum 1 year of desktop support or help desk experience in a business environment.
• Working knowledge of Windows 10/11, Microsoft 365, and standard business applications.
• Basic understanding of Active Directory user administration.
• Experience using ServiceNow or similar ITSM platform.
• Basic knowledge of VDI environments.
• Familiarity with endpoint management tools such as Intune or SCCM.
• Understanding networking fundamentals (TCP/IP, DNS, DHCP, VPN, wireless).
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent customer service, communication, and teamwork.
• Ability to handle multiple tasks and meet SLAs.
• Willingness to travel occasionally.

Responsibilities

• Provide first-level technical support for desktop computers, laptops, mobile devices, software applications, and peripherals.
• Troubleshoot and resolve hardware, software, printer, and connectivity issues.
• Respond to incidents and service requests through ServiceNow and meet SLAs.
• Install, configure, and deploy workstation hardware, software, and peripherals.
• Perform basic Active Directory administration (password resets, unlocks, security group updates).
• Support Microsoft Windows 10/11, Microsoft 365 applications, and related end-user technologies.
• Provide remote and on-site support to employees.
• Assist with VDI support, including user access and login issues.
• Participate in workstation refreshes and IT projects.
• Document troubleshooting activities and maintain asset inventory records.
• Escalate complex issues to senior teams and collaborate with infrastructure, networking, and security teams.

Skills

Windows 10/11

Microsoft 365

Active Directory

ITSM (ServiceNow)

VDI

Intune/SCCM

Networking basics

Troubleshooting

Customer service

Teamwork

Multitasking

Education

High school diploma

GED

Associate degree in Information Technology

Tools

ServiceNow

Microsoft Intune

SCCM

Active Directory

VDI

VPN

Job description

SWBC is seeking a talented individual to provide first-level technical support for end-user computing devices and applications. This role is responsible for troubleshooting hardware and software issues, deploying and maintaining IT equipment, supporting Microsoft technologies, and ensuring timely resolution of incidents and service requests. The ideal candidate is customer-focused, technically curious, and eager to grow within an enterprise IT environment.

Why You’ll Love This Role

In this role, you'll be part of a collaborative IT team supporting an enterprise and cloud-based environment. You'll gain hands-on experience with modern technologies while supporting employees across the organization. SWBC invests in professional development through technical training, certification support, and opportunities to work on a variety of hardware and software initiatives. Our team is committed to delivering exceptional customer service and technical support.

Essential Duties Include The Following

• Provide first-level technical support for desktop computers, laptops, mobile devices, software applications, and peripherals.
• Troubleshoot and resolve hardware, software, printer, and connectivity issues.
• Respond to incidents and service requests through ServiceNow while meeting established service level agreements (SLAs).
• Install, configure, and deploy workstation hardware, software, and peripheral equipment.
• Perform basic Active Directory administration, including password resets, account unlocks, and security group updates.
• Support Microsoft Windows 10/11, Microsoft 365 applications, and related end-user technologies.
• Provide remote and on-site technical support to employees.
• Assist with Virtual Desktop Infrastructure (VDI) support, including user access, login issues, profile management, and connectivity troubleshooting.
• Participate in workstation refreshes, hardware upgrades, technology rollouts, and other IT projects.
• Document troubleshooting activities, resolutions, and technical procedures.
• Maintain accurate IT asset inventory records.
• Escalate complex issues to senior support teams as needed and collaborate with infrastructure, networking, and security teams to ensure timely resolution.

Serious Candidates Will Possess The Minimum Qualifications

• High school diploma, GED, or equivalent required; Associate degree in Information Technology or related field preferred.
• Minimum One (1) year of experience in desktop support, help desk, or end-user computing support within a business environment.
• Working knowledge of Microsoft Windows 10/11, Microsoft 365, and standard business applications.
• Basic understanding of Active Directory user administration.
• Experience using ServiceNow or a similar IT service management (ITSM) platform.
• Basic knowledge of Virtual Desktop Infrastructure (VDI) environments.
• Familiarity with endpoint management tools such as Microsoft Intune, SCCM, or similar device management solutions.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, wireless networking, and remote access technologies.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent customer service, communication, and interpersonal skills.
• Ability to prioritize work, manage multiple tasks, and meet service-level commitments.
• Experience working in a team-oriented enterprise IT environment preferred.
• Ability to lift, move, push, or pull up to 40 pounds of IT equipment.
• Ability to bend, stoop, kneel, and work under desks or in confined spaces when installing or troubleshooting equipment.
• Ability to travel occasionally to support projects, business operations, or remote office locations.

Additional Information

SWBC is a Substance-Free Workplace and requires pre-employment drug testing. To learn more about SWBC, visit our website at www.SWBC.com.