Retail IT Support

New Era Cap; Ciudad de México; Presencial; MXN 201.000 - 290.000; Jornada completa

Descripción de la vacante

New Era Cap in Mexico City is seeking a proactive Retail IT Support specialist to deliver technical assistance across our MX retail operations. You will ensure end-user performance, security, and availability of hardware, software, and networks at stores and corporate sites.

The role requires a Bachelor's in IT or a related field and at least 2 years in IT support, with experience in Windows environments, AD, networking, and remote/onsite support.

Formación

• Minimum 2 years of IT support or help desk experience.
• Experience with Windows operating systems and Microsoft environments.
• Experience supporting retail environments is a plus.

Responsabilidades

• Provide first and second-level technical support to stores and corporate users.
• Troubleshoot hardware, software, network, and application issues.
• Support printers, POS peripherals, workstations, and end-user devices.
• Deliver remote and on-site assistance as required.

Conocimientos

Windows OS

Networking fundamentals

Active Directory

Remote troubleshooting

Cybersecurity basics

Educación

Bachelor's degree in Information Technology or related field

Herramientas

Remote support tools

Descripción del empleo

We are looking for a proactive, service-oriented, and technically skilled Retail IT Support to provide technical support across New Era Mexico's retail operations. This role is responsible for ensuring the availability, performance, and security of end-user technology, supporting stores and corporate users through hardware, software, network, and systems administration.

The ideal candidate is highly organized, solution-driven, and committed to delivering excellent internal customer service while maintaining the stability and efficiency of the company's technology infrastructure.

Key Responsibilities

Technical Support

• Provide first and second-level technical support to retail stores and corporate users, resolving hardware, software, network, and application issues.
• Troubleshoot and diagnose technical incidents, ensuring timely resolution and minimal business disruption.
• Support printers, point-of-sale peripherals, workstations, and other end-user devices.
• Deliver remote and on-site technical assistance as required.

Infrastructure & Systems

• Install, configure, and maintain Windows operating systems, business applications, and user equipment.
• Monitor and support wired and wireless network connectivity across retail locations.
• Assist in the implementation, configuration, and maintenance of IT systems and infrastructure.
• Support system upgrades, deployments, and technology projects.

Asset & Inventory Management

• Maintain accurate inventory records for IT assets and equipment.
• Coordinate the assignment, tracking, and recovery of company technology assets.
• Ensure proper organization and lifecycle management of hardware and peripherals.

Maintenance & Security

• Perform preventive and corrective maintenance on computer equipment.
• Implement and maintain security best practices, including user permissions, software installation controls, and endpoint protection.
• Monitor equipment performance to ensure operational readiness and business continuity.
• Support compliance with corporate IT policies and security standards.
• Identify opportunities to improve IT processes, support efficiency, and user experience.
• Participate in technology implementations and initiatives that enhance business operations.
• Document technical procedures, configurations, and troubleshooting guides.

Qualifications

Education

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred.

Experience

• Minimum of 2 years of experience in IT Support, Help Desk, or a similar technical support role.
• Experience supporting Windows operating systems and Microsoft environments.
• Experience installing and configuring software, hardware, and peripheral devices.
• Experience supporting retail environments is a plus.

Technical Skills

• Strong knowledge of Windows operating systems.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and wireless networking.
• Knowledge of Active Directory and Windows permissions management.
• Experience with remote support and troubleshooting tools.
• Basic knowledge of servers, databases, and IT infrastructure.
• Understanding of cybersecurity best practices and endpoint protection.

This is a full-time, on-site position, based at our Santa Fe office in Mexico City, Monday through Friday.