Senior IT End-User Support & Incident Lead

Vertiv; Mexicali; On-site; MXN 775,000 - 1,219,000; Full time

Job summary

Vertiv is seeking an IT Support Specialist to diagnose and troubleshoot hardware and software issues, providing second-level user support for complex problems that can’t be resolved remotely. You will manage incidents, escalate when needed, and lead hands-on IT project support, collaborating with cross-functional teams to resolve end-user technology issues.

You will assist with asset management, backup operations, and PC replacement programs, while keeping IT management informed about the state

Qualifications

• Strong sense of ethics and capacity to interact with stakeholders.
• Excellent collaboration and communication (Verbal and written) skills.
• Proficiency bilingual (Spanish/English) language competency required.
• Bachelor's degree or equivalent experience.
• 2-4 years of experience in MS Windows desktop operating system deployment.
• Strong understanding of software distribution tools and network infrastructure principles.
• Experience with Mobile Device Management.
• Experience with ITSM systems like ServiceNow.

Responsibilities

• Diagnose and troubleshoot hardware/software issues and document solutions.
• Provide second-level user support for complex issues not resolved by the Service Desk.
• Manage incident requests across channels and escalate when needed.
• Lead hands-on IT project support and related duties.
• Collaborate with cross-functional teams to resolve end-user tech issues.
• Assist with asset management and spare stock levels.
• Support backup operations and PC replacement programs.
• Keep IT management informed about local infrastructure status.

Skills

Ethical conduct

Communication skills

Bilingual Spanish/English

Windows deployment experience

Software distribution tools

MDM experience

ITSM ServiceNow

Education

Bachelor's degree or equivalent experience

Tools

ServiceNow

MDM

Windows deployment tools

Job description

Vertiv is seeking an IT Support Specialist to diagnose and troubleshoot hardware and software issues, providing second-level user support for complex problems that can’t be resolved remotely. You will manage incidents, escalate when needed, and lead hands-on IT project support, collaborating with cross-functional teams to resolve end-user technology issues.

You will assist with asset management, backup operations, and PC replacement programs, while keeping IT management informed about the state