Senior IT End-User Support & Services Specialist

Vertiv Group Corporation; Mexicali; Presencial; MXN 290.000 - 469.000; Jornada completa

Descripción de la vacante

Vertiv Mexicali is seeking a hands-on IT Support Specialist to diagnose and troubleshoot hardware and software issues, provide second‑level user support when the Service Desk cannot resolve remotely, and ensure incident management across multiple channels.

You will lead hands‑on IT project support, collaborate with cross‑functional teams, assist with asset management, backup operations, and keep IT management informed about local infrastructure status.

Formación

• Bachelor's degree or equivalent experience.
• 2–4 years of experience with MS Windows desktop deployment.
• Knowledge of software distribution tools and network infrastructure.
• Experience with Mobile Device Management.
• Experience with ITSM systems like ServiceNow.

Responsabilidades

• 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.

Conocimientos

Ethics and stakeholder interaction

Collaboration and communication

Bilingual Spanish/English

Windows desktop deployment

Software distribution tools

Mobile Device Management

ITSM like ServiceNow

Educación

Bachelor's degree or equivalent experience

Herramientas

ServiceNow

Descripción del empleo

Vertiv Mexicali is seeking a hands-on IT Support Specialist to diagnose and troubleshoot hardware and software issues, provide second‑level user support when the Service Desk cannot resolve remotely, and ensure incident management across multiple channels.

You will lead hands‑on IT project support, collaborate with cross‑functional teams, assist with asset management, backup operations, and keep IT management informed about local infrastructure status.