Senior End-User IT Support & Incident Lead

Vertiv Group; Mexicali; On-site; MXN 791,000 - 1,243,000; Full time

Job summary

Vertiv is seeking an IT Support professional in Mexicali to diagnose and troubleshoot hardware and software, provide second-level user support, and manage incidents with the Service Desk. The role involves hands-on IT project support and collaboration with cross-functional teams.

Responsibilities include asset management, backup operations support, and keeping management informed about local infrastructure.

Qualifications

• Bachelor's degree or equivalent experience required.
• 2-4 years of Windows desktop deployment experience.
• Experience with ITSM systems like ServiceNow.
• Experience with Mobile Device Management (MDM).
• Strong ethics and ability to interact with stakeholders.
• Excellent collaboration and written/spoken communication skills.
• Bilingual Spanish/English required.

Responsibilities

• Diagnose and troubleshoot hardware/software issues and document resolutions.
• Provide second-level user support for complex issues not resolved remotely.
• Ensure incident management by responding to service desk requests and escalating when needed.
• Lead hands-on IT project support and assist with additional duties as assigned.
• Collaborate with cross-functional teams to resolve end-user technology issues.
• Assist with asset management and maintain spare equipment stock levels.
• Support backup operations and PC replacement programs for the Platform Service Team.
• Keep IT management informed about local infrastructure status.

Skills

Ethics & stakeholder interaction

Collaboration & communication

Bilingual Spanish/English

Software distribution tools

Network infrastructure

Mobile Device Management

ITSM systems (ServiceNow)

Education

Bachelor's degree or equivalent experience

2-4 years Windows desktop deployment experience

Job description

Vertiv is seeking an IT Support professional in Mexicali to diagnose and troubleshoot hardware and software, provide second-level user support, and manage incidents with the Service Desk. The role involves hands-on IT project support and collaboration with cross-functional teams.

Responsibilities include asset management, backup operations support, and keeping management informed about local infrastructure.