Level 1 IT Support Engineer (Field-Based)

Mobiz IT; Tampico; On-site; MXN 150,000 - 230,000; Full time

Job summary

Mobiz IT is seeking a dependable Level 1 IT Support Engineer to provide on-site technical support at a client’s production facility in Tampico. You will bridge remote support and engineering teams, resolving hardware, software, and connectivity issues at ground level.

Ideal candidate has 3+ years of experience and a strong customer-focus, willingness to troubleshoot and document assets, and to work face-to-face with users in a fast-paced setting.

Qualifications

• High school diploma or equivalent.
• Associate's or Bachelor's in IT, CS, or related field.
• Certification: CompTIA A+ (highly preferred).
• Certification: Microsoft 365 Certified: Endpoint Administrator Associate (highly preferred).

Responsibilities

• Troubleshoot and repair hardware issues (PCs, printers, scanners, webcams, etc.).
• Install and configure Windows/macOS OS and standard business apps.
• Set up and deploy new workstations and mobile devices.
• Troubleshoot basic network connectivity (wired and wireless).
• Maintain accurate records of assets and support documentation.
• Deliver excellent customer service during on-site interactions.

Skills

Excellent communication

Customer service

Time management

Problem-solving

Independent worker

Safety awareness

Education

High school diploma or equivalent

Associate's or Bachelor’s in IT

CompTIA A+

Microsoft 365 Certified: Endpoint Administrator Associate

Tools

TeamViewer

RDP

ServiceNow

Jira

Zendesk

Windows 10/11

macOS

Microsoft 365

Job description

About The Role

We are seeking a dependable and customer-focused Level 1 IT Support Engineer with at least 3 years of experience to provide on-site technical support at a client's production facility. This role bridges the gap between remote IT support and advanced IT engineering teams by resolving hardware, software, and connectivity issues at the ground level.

About The Role

We are seeking a dependable and customer-focused Level 1 IT Support Engineer with at least 3 years of experience to provide on-site technical support at a client's production facility. This role bridges the gap between remote IT support and advanced IT engineering teams by resolving hardware, software, and connectivity issues at the ground level.

If you're a solution-driven IT professional who enjoys problem-solving and supporting users face-to-face, we'd love to hear from you.

What You’ll Do

• Troubleshoot and repair hardware issues (PCs, printers, scanners, webcams, etc.)
• Install and configure operating systems (Windows/macOS) and standard business applications
• Set up and deploy new workstations, laptops, and mobile devices
• Troubleshoot basic network connectivity issues (wired and wireless)
• Assist with patching and cabling in data closets as needed
• Support workstation moves, equipment relocations, and hardware upgrades
• Maintain accurate records of physical assets and support documentation
• Deliver excellent customer service and maintain professionalism during all on-site interactions

What You’ll Deliver

• Timely resolution of incident and service request tickets
• Updated IT asset records and inventory
• Clear documentation of support activities
• Prompt issue escalation to Level 2 or 3 support as needed
• Positive user satisfaction scores from on-site interactions

What Success Looks Like

• High percentage of issues resolved during the initial support interaction
• Timely completion of all assigned service tickets
• High user satisfaction ratings
• Accurate documentation of IT assets and work performed
• Timely response to on-site support needs
• Strong collaboration with internal support and infrastructure teams

What You’ll Bring

Technical Skills

• Proficiency with Windows 10/11 and basic macOS
• Strong understanding of PC components, peripherals, and basic networking (TCP/IP, DNS, DHCP)
• Experience with Microsoft 365 (Outlook, Teams, OneDrive)
• Competency in remote support tools (e.g., TeamViewer, Microsoft RDP)
• Familiarity with ITSM platforms (e.g., ServiceNow, Jira, Zendesk)

Soft Skills

• Excellent communication and customer service
• Strong time management and problem-solving abilities
• Adaptability, initiative, and attention to detail
• Ability to work independently
• Strong safety awareness

Qualifications

• Required: High school diploma or equivalent
• Preferred: Associate's or Bachelor’s in IT, Computer Science, or related field
• Certifications (Highly Preferred):
• CompTIA A+
• Microsoft endpoint management or device administration certifications (e.g., Microsoft 365 Certified: Endpoint Administrator Associate)

Experience

• Minimum 3 years of experience in help desk, desktop support, or Level 1 IT field support.
• Experience supporting users in a multi-site, field service, or on-site IT support environment is strongly preferred.
• Experience working in a manufacturing, industrial, production, or other safety-sensitive environment is preferred.
• Demonstrated experience troubleshooting hardware, software, operating systems, network connectivity, and peripheral devices.
• Experience supporting Windows-based environments, including Microsoft 365, Active Directory or Microsoft Entra ID, and endpoint devices.
• Ability to independently diagnose and resolve technical issues, prioritize service requests, document work performed, and elevate complex issues appropriately.
• Experience following established security, safety, and site-access procedures in a client-facing environment.

Travel & Physical Requirements

• Valid driver’s license and reliable transportation
• Ability to lift and transport IT equipment weighing up to 50 lbs.
• Ability to crawl under desks and work in office and production environments.

Why Join Us?

• Be part of a supportive, collaborative IT team
• Work in a dynamic environment
• Make a tangible impact through hands-on technical support
• Advance your IT career with a role that values field expertise and problem-solving

This role requires access to a client's industrial facility. Any offer is contingent on meeting the client's site safety, security, and background clearance requirements and passing a pre-employment drug screen.

Only candidates who meet the qualifications and requirements of the position will be contacted.