Onsite EUC IT Support Engineer: IMAC & Break/Fix

Sharp Brains Solutions; Ciudad de México; Presencial; MXN 279.000 - 502.000; Jornada completa

Descripción de la vacante

Sharp Brains Solutions in Mexico City is seeking an Onsite Deskside Support Engineer (L1/L2) to deliver high-quality end-user IT support in a corporate environment. You will manage desktops, laptops, and peripherals, troubleshoot hardware, software, and network issues, perform IMAC activities, and support Windows, Office 365, VPN, and AD users.

Using SCCM, Intune, and ServiceNow, you will track assets, resolve tickets, and follow ITIL practices to ensure reliable service delivery and VIP

Formación

• Solid knowledge of Windows desktop environments.
• Hands-on experience with SCCM, Intune, ServiceNow, Active Directory, Microsoft 365, Outlook, and VPN technologies.
• Excellent troubleshooting, communication, and customer service skills.
• Experience supporting enterprise IT environments and end users.

Responsabilidades

• Provide end-to-end technical support for desktops, laptops, and end-user devices.
• Troubleshoot hardware, software, network connectivity, and operating system issues.
• Perform IMAC (Install, Move, Add, Change) and break/fix activities.
• Manage the desktop lifecycle, including OS imaging, device configuration, patching, and hardware replacements.
• Utilize SCCM, Intune, and ServiceNow for device management, asset tracking, ticket resolution, and remote support.
• Install, configure, and update approved software while ensuring compliance with IT security policies.
• Deliver deskside and remote support for Windows, Office 365, Outlook, VPN, and other enterprise applications.
• Support printers, scanners, and peripheral devices.
• Assist with Active Directory user administration and provide Smart Hands support.
• Deliver VIP/executive support and act as the primary onsite contact during critical incidents.
• Maintain accurate documentation, hardware inventory, and knowledge base articles.
• Support Windows environments, mobile devices, and basic macOS troubleshooting.
• Follow ITIL best practices for Incident, Problem, and Service Request Management.

Conocimientos

Windows OS

End-user support

Troubleshooting

Customer service

ITIL

VIP/executive support

Herramientas

SCCM

Intune

ServiceNow

Active Directory

VPN

Microsoft 365

Outlook

Descripción del empleo

Sharp Brains Solutions in Mexico City is seeking an Onsite Deskside Support Engineer (L1/L2) to deliver high-quality end-user IT support in a corporate environment. You will manage desktops, laptops, and peripherals, troubleshoot hardware, software, and network issues, perform IMAC activities, and support Windows, Office 365, VPN, and AD users.

Using SCCM, Intune, and ServiceNow, you will track assets, resolve tickets, and follow ITIL practices to ensure reliable service delivery and VIP