IT Support Specialist I — Growth & Enterprise IT

SWBC Mexico; Monterrey; Presencial; MXN 167.000 - 234.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Windows 10/11

Microsoft 365

Active Directory

ITSM (ServiceNow)

VDI

Intune/SCCM

Networking basics

Troubleshooting

Customer service

Teamwork

Multitasking

Educación

High school diploma

GED

Associate degree in Information Technology

Herramientas

ServiceNow

Microsoft Intune

SCCM

Active Directory

VDI

VPN

Descripción del empleo

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.