Title: IT System Engineer
Location: Querétaro, Mexico. (ONSITE)
Duration: Long Term Contract
Job Summary:
Associate End User Technology Engineers are responsible for providing level 2 support by responding to, evaluating, and prioritizing incoming IT support requests entered the IT service desk by internal end-users in a adaptable, fast-paced, and growing, but very customer-focused environment. These requests are based on all metros where has internal employees and on hardware and/or software issues affecting end-user technology devices including desktops/laptops running Windows 10, Windows 11, iPhones, Android phones, Zoom-Enabled Rooms/Workspace, and Zoom phones. Follows-up on any open incidents, escalates to Sr. IT team members (when appropriate), to ensure all SLAs are met and incidents are resolved in a short time frame. Ability to be dynamic and reactive as well as create and drive processes to increase IT efficiency, drive proactiveness, and educate end-users on how best to utilize the technology provided.
Responsibilities:
Troubleshoot to resolution Windows 10, Windows 11,
macOS, Microsoft 365, and other internal application software issues as assigned.
Image, configure, upgrade, and repair desktops and laptops and peripherals from leading vendors such as Dell and/or Lenovo.
Perform daily walkthrough and issue resolution with Zoom-Enabled Rooms
Remote user support with focus on Latin American locations (Brazil, Colombia, Mexico, Chile, Peru, etc.)
Complete desktop and telecom-related projects as assigned (e.g., software or hardware deployments, office moves, IT license, etc.).
Help troubleshoot and work with telecom engineers to resolve end-user telecom issues
Provide outstanding customer service
Build and maintain IT knowledge base by creating knowledge management articles and execute as documented
Support IBX / Offices Expansions and Integrations
Ordering and installing new equipment
Resolve incidents, events and requests within the SLAs defined and escal
📌 IT System Engineer (México)
🏢 Scubyt
📍 México