Senior IT End-User Support & Project Lead

Vertiv Co; Guanajuato; On-site; MXN 1,108,000 - 1,662,000; Full time

Job summary

Vertiv Co is seeking an IT End User Services Senior Analyst to provide proficient technical support for end-user computing assets. This role works with external suppliers and the Platform Service Team to keep corporate infrastructure and IT projects running smoothly.

The ideal candidate will have 2–4 years’ experience with Windows desktop deployment, ITSM like ServiceNow, and knowledge of software distribution tools and MDM.

Qualifications

• Bachelor's degree or equivalent experience.
• 2–4 years of experience in MS Windows desktop operating system deployment.
• Experience with ITSM systems like ServiceNow.

Responsibilities

• Diagnose and troubleshoot hardware/software issues to document and resolve problems.
• Provide second-level user support for complex issues that cannot be resolved remotely by the Service Desk.
• Ensure incident management by responding to service desk requests via multiple communication channels and escalating as necessary.
• Lead hands-on support for IT project implementations and perform additional job-related duties as assigned.
• Collaborate with cross-functional teams to solve end-user technology issues.
• Assist with asset management and maintain stock levels of spare equipment.
• Support the Platform Service Team in backup operations and PC replacement programs.
• Keep IT management informed about the state of local infrastructure.

Skills

Bilingual Spanish/English

Communication skills

Team collaboration

Education

Bachelor's degree or equivalent

Tools

ServiceNow

MDM

Software distribution tools

Job description

Vertiv Co is seeking an IT End User Services Senior Analyst to provide proficient technical support for end-user computing assets. This role works with external suppliers and the Platform Service Team to keep corporate infrastructure and IT projects running smoothly.

The ideal candidate will have 2–4 years’ experience with Windows desktop deployment, ITSM like ServiceNow, and knowledge of software distribution tools and MDM.