Global IT Support Engineer

MKS Instruments, Inc.; Mexico; Hybrid; PHP 3,163,000 - 4,258,000; Full time

Job summary

MKS Inc. is seeking an Associate IT Support Analyst to partner with IT infrastructure teams and support a global end-user base. You will report to the IT Associate Manager Field Service LATAM and resolve hardware, software, and network issues promptly.

Responsibilities include diagnosing problems, configuring systems, and maintaining peripherals, while documenting requests in a ticketing system. Travel up to 10% may be required. English proficiency is essential for global communication.

Qualifications

• Bachelor’s degree or equivalent and experience in building system solutions or business applications.
• 2 years of related experience.
• Excellent customer service and communication skills both verbally and in writing.
• Experience supporting computers, mobile devices, printers, and their connected peripherals.
• Experience supporting Windows 10, Windows 11, and Office 365 in an enterprise environment.
• Experience with Autopilot provisioning, Intune, Azure, Company Portal, and Software Center.
• Experience managing tickets and SLA’s using ServiceNow or similar ticketing systems.
• Strong teamwork, collaboration, and interpersonal skills with the ability to work effectively across global and diverse teams.
• Strong organizational skills with the ability to manage multiple priorities in manufacturing or enterprise environment.
• Professional proficiency in English (written and spoken) required to effectively communicate with global customers and cross-functional IT teams.

Responsibilities

• Provide technical support to end-users, resolving hardware, software, and network issues promptly.
• Diagnose and troubleshoot system and application problems, ensuring minimal downtime.
• Install, configure, and maintain computer systems, peripherals, and software applications.
• Document and track support requests using a ticketing system, ensuring all issues are logged and resolved in a timely manner.
• Assist in the setup and support of IT equipment for meetings, presentations, and conferences.
• Conduct routine maintenance and updates on IT systems to ensure optimal performance and security.
• Educate and train users on best practices for using IT systems and applications, enhancing overall user proficiency.
• Travel up to 10% between local buildings for support as needed.

Skills

Bachelor’s degree / equivalent

2 years experience

Customer service

End-user hardware and software support

Windows 10/11 & Office 365 support

Autopilot / Intune / Azure

ServiceNow / SLA management

Teamwork & collaboration

Multi-priority organization

Professional English

Education

Bachelor’s degree or equivalent

Tools

Autopilot provisioning

Intune

Azure

Company Portal

Software Center

ServiceNow

Job description

MKS Inc. is seeking an Associate IT Support Analyst to partner with IT infrastructure teams and support a global end-user base. You will report to the IT Associate Manager Field Service LATAM and resolve hardware, software, and network issues promptly.

Responsibilities include diagnosing problems, configuring systems, and maintaining peripherals, while documenting requests in a ticketing system. Travel up to 10% may be required. English proficiency is essential for global communication.