We are seeking a proactive and customer-focused
Desktop Support Engineer
to join our IT support team in
Tlaxcala, Mexico. In this role, you will provide technical support to end users, maintain desktop systems, troubleshoot hardware and software issues, and ensure the smooth operation of IT services in an enterprise environment. Key Responsibilities
Provide onsite and remote technical support for desktops, laptops, printers, and peripheral devices. Diagnose and resolve hardware, software, operating system, and network connectivity issues. Install, configure, and maintain Windows 10/11 operating systems and enterprise applications. Administer
Microsoft 365 (Office 365)
accounts, licenses, and Outlook support. Support endpoint management using
Microsoft Intune
and
SCCM. Perform device imaging, software deployment, patch management, and hardware replacements. Manage incidents and service requests through
Service Now
or a similar ITSM platform.



Configure and troubleshoot VPN connections and basic networking issues. Maintain IT asset inventory and technical documentation. Deliver excellent customer service while meeting SLA requirements. Follow ITIL best practices for incident and service request management. Required Skills
Desktop Support Windows 10/11 Active Directory Microsoft 365 / Office 365 Administration SCCM Service Now Microsoft Outlook VPN Support Hardware & Software Troubleshooting Printer & Peripheral Support TCP/IP, DNS, DHCP Remote Support Tools Preferred Qualifications
2+ years of Desktop Support or IT Support experience. Strong troubleshooting, communication, and customer service skills. Ability to work independently and collaboratively in a team environment.

📌 Desktop support engineer (Tlaxcala)
🏢 Sharp Brains
📍 Tlaxcala