JOB SUMMARY
Provide proficient technical support to all users in a timely fashion matter following standardized processes to identify, analyze and troubleshoot any issues related with End-User’s computers and their applications. Provide Vertiv employees with support on all aspects of End-User computing Digital Assets (including but not limited to Laptops, Desktops, Printers and Mobile Phones). Handle internal infrastructure request with external suppliers to ensure the correct follow up to End-User’s request. Provide support to the Platform Service Team for Corporate infrastructure related issues / programs / initiatives and projects.
Key Duties
- Research, troubleshoot and diagnostic hardware/software to identify, document and resolve errors/issues
- Provide 2nd level user support for incidents that require local resolution and cannot be resolved by the Service Desk.
- Response to service desk request tickets and outages via phone, email or online incident management ensuring completeness of tickets and follow up with other team members in case of incident escalation.




- Provide hands‑on support for IT project implementations and performs miscellaneous job‑related duties as assigned.
- Collaborate with End User Services Team to resolve end‑user’s technology issues.
- Support hardware and software installation/configuration in accordance with corporate policies and as designed by the End User’s team.
- Provide customer satisfaction by handling work orders with efficient communication, documentation, and timeliness.
- Support PC replacement programs and emergency exchanges.
- Maintain utmost confidentiality on all conversations, documents, correspondence, research records, information, data, etc.
- Assist in the asset management of all end-user devices and manage the stock level of spare equipment.

Additional Duties
- Develop/optimized, repair and return to user procedures on OS/hardware related issues.
- Keep IT manager inform about the state of the local infrastruc

📌 IT ANALYST (San Luis Potosí)
🏢 Vertiv
📍 San Luis Potosí