L4 IT Support Engineer

OEC Group; Región Centro; On-site; MXN 179,000 - 257,000; Full time

Benefits offered by this job

Mexican statutory benefits

IMSS

INFONAVIT / FONACOT

15 days of Aguinaldo

Major Medical Insurance

Food Vouchers

Savings Fund

Vacation Days

Personal Days

Floating Day

Bi-annual Performance Reviews with pay

Job summary

OEC Group is seeking an engaged End User Support Specialist to be the first point of contact for employees needing technical assistance. You will troubleshoot Windows desktops, printers, and mobile devices, support Microsoft 365, and resolve VPN and network issues.

You will manage incidents in our ITSM system, document solutions, and collaborate with Infrastructure, Security, and application teams. Fluent English and Spanish are required for effective communication with a global workforce.

Qualifications

• Strong working knowledge of Windows desktop environments and end-user hardware.
• Hands-on troubleshooting experience with computers, peripherals, printers, software, mobile devices, and connectivity issues.
• Working knowledge of Microsoft 365.
• Experience with an ITSM or ticketing system.
• Basic knowledge of user accounts, authentication, networking, endpoint security, and software installation.
• Strong troubleshooting and problem-solving skills.
• Clear technical documentation skills.
• Ability to prioritize multiple incidents and service requests.
• A strong customer-service mindset and the ability to explain technical concepts to non-technical users.
• Strong professional communication skills in English and Spanish.

Responsibilities

• Troubleshooting Windows, hardware, software, printers, mobile devices, and peripherals.
• Supporting Microsoft 365 applications and services.
• Resolving connectivity, VPN, and basic network issues.
• Managing incidents and service requests through the ITSM platform from investigation to resolution.
• Diagnosing issues and identifying solutions based on impact.
• Collaborating with IT teams on complex issues.
• Supporting onboarding and offboarding, device setup, software installation, and access activities.
• Installing and maintaining workplace tech and assets.
• Maintaining IT asset and inventory records.
• Creating SOPs, troubleshooting guides, and user documentation.
• Participating in IT projects and hardware/software deployments.
• Identifying recurring issues and opportunities to improve end-user experience.

Skills

Windows desktop environments

End-user hardware

Troubleshooting

Microsoft 365

ITSM / ticketing system

User accounts & authentication

Networking basics

Endpoint security

Software installation

Technical documentation

Prioritizing incidents

Customer-service mindset

English and Spanish communication

Tools

ITSM system

Active Directory / Entra ID

VPN & remote-support tools

Job description

OEC Group offers competitive salary, great benefits, opportunities for professional growth and so much more!

About OEC Group

OEC Group is a global logistics organization founded in 1981, supporting customers through international transportation and supply chain solutions across a worldwide office network.

From ocean and air freight to customs brokerage and warehousing, technology plays an essential role in keeping our teams connected and our operations moving. ,

That's where you come in.

What You'll Be Doing

As an End User Support Specialist, you'll be one of the first points of contact when employees need technical assistance.

Your day-to-day will include:

• Troubleshooting Windows, hardware, software, printers, mobile devices, and peripherals.
• Supporting Microsoft 365, including Outlook, Teams, OneDrive, and Office applications.
• Resolving connectivity, VPN, account-access, and basic network issues.
• Managing incidents and service requests through our IT Service Management platform from investigation through resolution.
• Diagnosing technical issues and identifying effective solutions based on user and business impact.
• Collaborating with Infrastructure, Network, Security, Application, and other IT teams on complex issues.
• Supporting employee onboarding and offboarding, including device setup, software installation, equipment deployment, and access activities.
• Installing, configuring, maintaining, and replacing computers and other workplace technology.
• Maintaining accurate IT asset and inventory information.
• Creating SOPs, troubleshooting guides, knowledge articles, and user documentation.
• Participating in IT projects, hardware rollouts, software deployments, office moves, and technology refreshes.
• Identifying recurring issues and opportunities to improve the end-user experience.

What We're Looking For

You may be a great fit if you have:

• Strong working knowledge of Windows desktop environments and end-user hardware.
• Hands-on troubleshooting experience with computers, peripherals, printers, software, mobile devices, and connectivity issues.
• Working knowledge of Microsoft 365.
• Experience working with an ITSM or ticketing system.
• Basic knowledge of user accounts, authentication, networking, endpoint security, and software installation.
• Strong troubleshooting and problem-solving skills.
• Clear technical documentation skills.
• The ability to prioritize multiple incidents and service requests.
• A strong customer-service mindset and the ability to explain technical concepts to non-technical users.
• Strong professional communication skills in English and Spanish.

Big Plus If You Know

• Active Directory or Microsoft Entra ID
• Microsoft Intune
• VPN and remote-support technologies
• Endpoint provisioning and device management
• IT asset or inventory management
• ITSM concepts such as Incidents, Service Requests, SLAs, Configuration Items, categorization, and escalation
• Technical documentation, SOPs, or knowledge-base development

What We Offer

From day one:

• Mexican statutory benefits
• IMSS
• INFONAVIT / FONACOT
• 15 days of Aguinaldo

After successfully completing our standard 90-day introductory period:

• Major Medical Insurance
• Food Vouchers
• Savings Fund
• Vacation Days
• Personal Days
• Floating Day
• Bi-annual Performance Reviews with opportunities for salary adjustments and/or bonuses, subject to company and individual performance
• Wellness Program with onsite medical and nutrition support

Ready for Your Next IT Challenge?

If you enjoy solving problems, helping people, and being the person colleagues can count on when technology isn't cooperating, we'd love to hear from you.

Join an international organization where you'll support real business operations while continuing to develop your technical skills.

OEC Group is an Equal Opportunity Employer.