Senior IT End-User Support Specialist

Vertiv; Santa Catarina; On-site; MXN 1,285,000 - 1,836,000; Full time

Job summary

Vertiv is seeking a Senior IT End User Services Analyst to provide proficient technical support to users and resolve end-user computing issues. You will work with external suppliers and the Platform Service Team to ensure efficient operation of corporate IT infrastructure and projects.

The role requires 2-4 years of Windows desktop deployment experience, strong collaboration skills, and bilingual Spanish/English proficiency.

Qualifications

• Bachelor's degree or equivalent experience required.
• 2-4 years of experience with Windows desktop OS deployment.
• Experience with software distribution tools and network infrastructure.
• Experience with Mobile Device Management and 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

Collaboration & communication

Ethics & stakeholder interaction

Windows desktop deployment

Software distribution & networks

Mobile Device Management

ITSM systems (ServiceNow)

Education

Bachelor's degree or equivalent experience

Tools

ServiceNow

MDM

Job description

Vertiv is seeking a Senior IT End User Services Analyst to provide proficient technical support to users and resolve end-user computing issues. You will work with external suppliers and the Platform Service Team to ensure efficient operation of corporate IT infrastructure and projects.

The role requires 2-4 years of Windows desktop deployment experience, strong collaboration skills, and bilingual Spanish/English proficiency.