IT Service Desk Engineer.

In this role, you will be responsible for initial triage and first-contact resolution for all IT inquiries, helping ensure our employees receive fast, high-quality support. Delivering an exceptional employee experience is central to who we are, and fostering a sense of belonging is core to our team’s values.

If you are energized by the opportunity to work with a collaborative, forward-thinking group of IT professionals—and you are passionate about enabling others through technology—we invite you to apply.

Position Summary:

The Level 1 Remote Service Desk IT Support Technician provides first-line technical assistance for incidents and catalog tasks submitted through Service Now. This role supports both day-to-day troubleshooting (e.g., software, access, endpoint issues) and fulfillment requests (e.g., license assignments and access group management).

Working remotely, the technician leverages Team Viewer and Intune to deliver responsive, customer-focused support while maintaining documentation and compliance in a regulated biotech environment.

Key Responsibilities:

Incident Response (Service Now Incidents):

- Monitor, triage, and resolve incoming Service Now incidents related to:
- Software installations/uninstalls.
- Licensing and access issues for enterprise systems.
- Endpoint troubleshooting, security agents, and configuration fixes (including Microsoft and registry / system updates)
- Backup issues and antivirus installations.
- iPhone/iPad/laptop provisioning and replacement.
- Peripheral requests (chargers, jetpacks, headphones, etc.)
- Remotely connect to user devices via Team Viewer for problem resolution and software configuration.




- Coordinate with shipping teams and warehouses to fulfill hardware requests.
- Maintain detailed documentation in Service Now and escalate complex incidents to Tier 2 or System Admins – 50% FCR (First Call Resolution).

Catalog Task Fulfillment (Service Requests):

- Complete Service Now catalog tasks such as:
- Installing and assigning licensed software (Adobe, Chem Draw, Office, etc.).
- Perform comprehensive triage on hardware requests before escalating to level 2.
- Supporting employee onboarding/offboarding by provisioning access.
- VDI (Virtual Desktop Infrastructure) setup and access for contingent workers.
- Managing leave of absence of requests via enabling and disabling account and device access.
- Ensure all requests are completed within defined SLAs and properly closed in Service Now with resolution notes.

Core Competencies:

- Remote Troubleshooting: Efficiently resolve endpoint and application issues using remote access tools
- Service Delivery: Manages both incidents and catalog tasks in Service Now with accuracy and accountability
- Customer Focus: Provides empathetic, professional communication with end users.
- Documentation: Maintains complete, compliant records of support activities
- Collaboration:



Coordinates with IT peers and vendors to ensure timely fulfillment
- Compliance:
- Maintain compliance with GxP, HIPAA, and SOX requirements in IT operations
- Adherence to IT SOP’s, Work Instructions and Procedures.

Required Qualifications:

- 2-3 years in an IT help desk or desktop support role.
- Experience with Service Now, Microsoft Intune, Office 365 Applications, Quick Assist and Team Viewer.
- Strong troubleshooting skills across Windows environments.
- Experience supporting iOS devices.
- Excellent verbal and written communication skills.
- Best in class customer service mindset.
- Ability to follow structured workflows, checklists, and documentation.
- Highly organized with attention to detail.
- Excellent remote problem-solving skills.
- English language proficiency level of either: CEFR C1 / TOEIC 900+ / IELTS 7.0+

Preferred Qualifications:

- Experience in biotech, pharmaceutical, or regulated industry environments.
- Familiarity with enterprise apps Workday, Concur, and Veeva Vault.
- CompTIA A+, Network+, or Microsoft 365 Endpoint Administrator certification.

Work Environment:

- Office based in Tijuana, supporting hybrid teams across Office, Lab, R&D; and Field environments
- Occasional after-hours support may be required for urgent incidents or critical deployments
- Ticket-based workload managed via Service Now and internal comms tools
- Team will be required to cover the following days / hours; Monday to Friday following core US holidays 05:00 to 18:00 PST - Mexican Holiday availability may be requested.
- Office based 4 days a week (Monday to Thursday) Hybrid role. Parking Space available.

📌 Information Technology Service Desk (Tijuana)
🏢 ITJ
📍 Tijuana