Senior IT End-User Support & Projects Lead

Vertiv Group; Reynosa; On-site; MXN 360,000 - 540,000; Full time

Job summary

Vertiv in Reynosa, Mexico is seeking an IT End User Services Senior Analyst to provide expert end-user computing support, following standardized processes to resolve issues and enable efficient IT operations.

You will handle second-level troubleshooting, incident management, asset control, and contribute to hardware/software deployments in collaboration with the Platform Service Team and external suppliers.

Qualifications

• Bachelor's degree or equivalent experience.
• 2-4 years of experience in MS Windows desktop OS deployment.
• Excellent verbal and written communication in English and Spanish.
• 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 not resolved remotely.
• Escalate incidents and manage incident response via multiple channels.
• Lead hands-on IT project support and deployments.
• Collaborate with cross-functional teams to resolve end-user technology issues.
• Assist with asset management and stock levels of spare equipment.
• Support backup operations and PC replacement programs.
• Inform IT management about local infrastructure status.

Skills

Bilingual Spanish/English

Collaboration & communication

Ethics & stakeholder interaction

Education

Bachelor's degree or equivalent

Tools

ServiceNow

MDM tooling

Software distribution

Network infrastructure

Job description

Vertiv in Reynosa, Mexico is seeking an IT End User Services Senior Analyst to provide expert end-user computing support, following standardized processes to resolve issues and enable efficient IT operations.

You will handle second-level troubleshooting, incident management, asset control, and contribute to hardware/software deployments in collaboration with the Platform Service Team and external suppliers.