Senior IT End-User Analyst — Troubleshooter & Project Lead

Vertiv Group Corporation; Guanajuato; Presencial; MXN 300.000 - 540.000; Jornada completa

Descripción de la vacante

Vertiv seeks an IT End User Services Senior Analyst to provide proficient technical support for end-user computing and digital assets. You will work with the Platform Service Team and external suppliers to ensure smooth operation of corporate IT infrastructure and projects.

The role involves diagnosing hardware/software issues, offering second-level support, incident management, and hands-on project participation, while collaborating across teams and maintaining asset stock levels.

Formación

• Bachelor's degree or equivalent experience.
• 2-4 years of experience with MS Windows desktop OS deployment.
• Bilingual Spanish/English proficiency.
• Strong ethics and ability to interact with stakeholders.
• Clear collaboration and written/verbal communication skills.

Responsabilidades

• Diagnose and troubleshoot hardware/software issues to document and resolve problems.
• Provide second-level user support for complex issues not resolved remotely.
• Ensure incident management by responding to service desk requests and escalating as needed.
• Lead hands-on support for IT project implementations and related duties.
• 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 with Platform Service Team.
• Keep IT management informed about the local infrastructure status.

Conocimientos

Bilingual Spanish/English

Stakeholder communication

Ethics and professionalism

MS Windows desktop deployment

Educación

Bachelor's degree or equivalent experience

Herramientas

ServiceNow

Mobile Device Management

Software distribution tools

Descripción del empleo

Vertiv seeks an IT End User Services Senior Analyst to provide proficient technical support for end-user computing and digital assets. You will work with the Platform Service Team and external suppliers to ensure smooth operation of corporate IT infrastructure and projects.

The role involves diagnosing hardware/software issues, offering second-level support, incident management, and hands-on project participation, while collaborating across teams and maintaining asset stock levels.