Technical Helpdesk Troubleshooter

KONE; Puebla de Zaragoza; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading global engineering company in Mexico is seeking a Technical Helpdesk Troubleshooter based in Puebla. This role involves providing expert technical assistance to maintenance teams, supporting spare part requirements, and delivering training to technicians. The ideal candidate will hold a bachelor's degree in Engineering and possess a strong customer service mindset. Join us to make a positive impact on our operations and ensure quality and safety across our services.

Formación

• Bachelor’s degree in Engineering or a related field is required.
• Ability to use IT tools for support and communication.
• Willingness to travel as needed.

Responsabilidades

• Provide expert technical assistance to Front Lines teams.
• Act as the first line of remote support for technicians.
• Support spare part identification and stock requirements.
• Log all support cases in the Technical Help Desk tool.
• Deliver coaching and training to local technicians.

Conocimientos

IT tools usage

Customer service mindset

Flexibility and adaptability

Educación

Bachelor’s degree in Engineering or related field

Descripción del empleo

Are you ready to make your next career move tojoin ourteamasour Technical Helpdesk Troubleshooterfor KONE Mexico based in Puebla ?

Qualifications

• Do you hold a bachelor’s degree in Engineering or a related field?
• Are you confident using IT tools to support your daily work and communication?
• Are you flexible, adaptable, and willing to travel as needed?
• Do you have a strong customer service mindset and enjoy collaborating to deliver the best solutions?

Responsibilities

As our Technical Helpdesk Troubleshooter, you will play a key role in providing expert technical assistance to our Front Lines teams, ensuring that maintenance operations run smoothly and efficiently across KONE Mexico.

You’ll act as the first line of remote support, helping technicians diagnose issues, identify root causes, and define effective corrective solutions.

In this role, you will support spare part identification and contribute to defining proximity stock requirements for new Lift Information Systems (LIS). You’ll also collaborate with the 24 / 7 Connected Services and Operations Center teams, providing analytics and assistance in configuring and repairing KRM devices and connections to ensure system reliability and performance.

You will log all support cases in the Technical Help Desk (THD) tool, directing or escalating them to the appropriate experts when necessary, and creating knowledge base articles to strengthen the organization’s shared technical expertise.

Training will also be an essential part of your role. You’ll provide coaching and technical guidance to local technicians during site visits, as well as deliver scheduled training sessions in collaboration with local training centers to reinforce field competence and best practices.

Quality and safety will remain at the heart of your work. You’ll create quality reports following remote or on-site support, identify recurring issues and their root causes, and recommend corrective actions through established KONE processes—such as updates to training materials, guidelines, or field letters.

Committed to upholding KONE’s safety culture, you will ensure that all activities follow global and local safety standards. You’ll promptly report any safety concerns and, when necessary, stop installation or lift operations to prevent risks or violations.

Come share your passion and energy to make a positive impactatKONE for our customers andyour!