GENERAL SUMMARY
The IT Site Lead provides IT and OT support for both office and manufacturing environments, resolving issues ranging from standard end-user requests to complex technical incidents. This role is customer-oriented, requires strong collaboration with teammates and cross-functional IT teams, and emphasizes problem solving, troubleshooting, and continuous improvement. This position ensures timely resolution of incidents and service requests in alignment with IT Operation Models, SLAs, following communication protocols for escalation and business continuity.
EXPERIENCE AND EDUCATION
Bachelor’s degree in Computer Science.
5+ years of experience configuring, building, or troubleshooting computers, printers, scanners, and mobile devices.
4+ years of experience providing Service Desk or onsite IT support.
Experience supporting IT systems in a manufacturing environment.
**English proficiency**: Speaking (80%), Writing (90%), Reading (90%).
KNOWLEDGE, SKILLS AND CERTIFICATIONS
Customer and service-oriented mindset (aligned with company values: Passion, Drive, Ingenuity, Trust).
**Strong teammate**: able to collaborate across IT functional areas (network, telecom, cybersecurity, apps) and with business units (production, engineering, quality).
Multi-tasking and ability to manage multiple priorities under pressure.
Strong troubleshooting and problem-solving skills, capable of handling both routine and complex incidents.
Knowledge of Microsoft Office 365 and Google Workspace.
Experience with IT asset management, preventive maintenance, and compliance with QMS/ISO standards.
Availability for rotating shifts (day, evening, night).
Punctual and reliable, following established communication protocols.




MAIN TASKS AND RESPONSABILITIES
End User & Office IT Support
Provide support for laptops, desktops, printers (Laser and Multifunctional Printers), scanners, and mobile devices (Samsung/Apple).
Install, configure, and troubleshoot hardware/software (Windows, Microsoft 365, Google Workspace, Mobisys, tablets, shop-floor apps).
Support wireless connectivity and Conference Rooms.
Resolve incidents from basic service requests to advanced troubleshooting within SLA commitments.
- Manufacturing/Shop-Floor Support
Perform preventive and corrective maintenance on Zebra printers/scanners and configure LAN/Wi-Fi connectivity.
Install and configure shop-floor equipment and tablets.
Schedule and perform preventive maintenance to minimize downtime.
- Incident and Request Management
Solve incidents and fulfill requests in compliance with SLA timelines, escalating only when necessary.
Document troubleshooting steps and update knowledge base/work instructions.
Communicate ticket progress and shift handovers to ensure service continuity.
Follow escalation protocols for urgent or high-impact incidents.
- Collaboration, Continuous Improvement & Compliance
Collaborate with business teams ( production, engineering, quality, RAM, etc) to resolve issues, communicate progress and keep them informed about IT support at the site.




Share findings, recurring issues, and improvement opportunities to help reduce downtime and enhance service delivery.
Ensure compliance with QMS, ISO standards, and safety rules.
Participate in required training and report any compliance or quality issues.
Maintain accurate asset records (computers, OT/IT equipment) in asset management tools.
ACKNOWLEDGING THE POWER OF DIVERSITY
BRP is dedicated to nurturing a culture that invites, connects, and propels the ambitions of people of all backgrounds, profiles, beliefs, and experiences. Ultimately, the diversity and uniqueness of our people fuel our ingenuity and set the course for the path ahead!
For this reason, we value diversity and we strive to always push each other forward to build an inclusive workplace where every employee feels like they belong, where they can grow and find meaning.
WELCOME TO BRP
We’re a world leader in recreational vehicles and boats, creating innovative ways to move on snow, water, asphalt, dirt, and even in the air. Headquartered in the Canadian town of Valcourt, Quebec, our company is rooted in a spirit of ingenuity and intense customer focus. Today, we operate manufacturing facilities in Canada, the United States, Mexico, Finland, Australia, and Austria, with a workforce made up of close to 16,000 spirited people, all driven by the deeply held belief that at work, as with life itself, it’s not about the destination; It’s about the journey.
THE ABOVE STATEMENTS ARE INTENTED TO DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK BEING PERFORMED BY PEOPLE ASSIGNED TO THIS CLASSIFICATION, MAY OR MAY NOT REPRESENT THE TOTAL OF ACTIVITIES.

📌 IT Service Desk Agent (Ciudad Juárez)
🏢 Brp
📍 Ciudad Juárez