Shopfloor IT Support Specialist

Wabtec Corporation; Apodaca, Santa María; A distancia; MXN 300.000 - 420.000; Jornada completa

Descripción de la vacante

Wabtec's Information Technology team in Apodaca, Nuevo León seeks a Service Desk Analyst to deliver first- and second-level support for manufacturing IT, end-user devices, and local applications.

You will collaborate with global IT, resolve incidents within SLA, and help keep production lines running.

Strong English, a bachelor’s, and 5 years’ experience are preferred; travel between Apodaca and Monterrey facilities may be required.

Formación

• Bachelor's degree in Information Systems, Information Technology, Computer Science, Engineering, or a related field.
• 5+ years of experience in IT technical support, Service Desk operations, End-User Computing, or Manufacturing IT environments.
• Experience supporting shopfloor and production line technologies within a manufacturing environment.
• Hands-on experience supporting Windows-based environments, PCs, printers, mobile devices, and peripheral equipment.
• Experience providing local application support, troubleshooting business applications, and coordinating issue resolution with global support teams.

Responsabilidades

• Provide onsite and remote IT support for users across Apodaca Sites (2) and Santa María Monterrey facilities.
• Deliver technical support for manufacturing shopfloor systems and production line technologies to ensure business continuity.
• Respond to, troubleshoot, and resolve Service Desk incidents and service requests within established SLA targets.
• Support end-user computing devices, including desktops, laptops, printers, scanners, mobile devices, and related peripherals.
• Provide local support for business-critical applications and partner with global application teams to investigate and resolve issues.
• Perform root cause analysis and coordinate resolution efforts for recurring technical problems.
• Manage hardware deployment, configuration, maintenance, and replacement activities.
• Support user onboarding activities, including workstation setup, software installation, and access provisioning.
• Escalate complex issues when appropriate and coordinate with regional and global IT teams to drive timely resolution.
• Maintain accurate documentation of incidents, resolutions, and support procedures.
• Identify opportunities to improve service quality, user experience, and operational efficiency.
• Support continuous improvement initiatives that increase system reliability, productivity, and overall service performance.

Conocimientos

Technical Troubleshooting

Service Desk Support

End-User Support

Manufacturing IT Support

Local Application Support

Incident & Problem Management

English Communication

Prioritization & Time Management

Educación

Bachelor's degree in Information Systems/IT/CS/Engineering

Herramientas

Windows OS

Printers & Peripherals

Descripción del empleo

Wabtec's Information Technology team in Apodaca, Nuevo León seeks a Service Desk Analyst to deliver first- and second-level support for manufacturing IT, end-user devices, and local applications.

You will collaborate with global IT, resolve incidents within SLA, and help keep production lines running.

Strong English, a bachelor’s, and 5 years’ experience are preferred; travel between Apodaca and Monterrey facilities may be required.