Dedicated IT Support Engineer (Level 1 - On-Site)
Location:
On-site (Multiple locations across Mexico: CDMX, Toluca, Irapuato, San Luis Potosí, Villahermosa, Zapopan, Monterrey, Cuautitlán Izcalli, Cuautlancingo).
Employment Type:
Full-Time / Dedicated On-Site
Shift:
Standard Business Hours (Monday to Friday)
Job Overview
We are looking for a dedicated
On-Site IT Support Engineer (Level 1)
to manage daily end-user IT support, workplace hardware troubleshooting, and local IT infrastructure maintenance at our client's facility. This is a full-time, on-site role responsible for delivering prompt technical assistance and maintaining high operational uptime.
Key Responsibilities
Provide first-line on-site technical support for desktop computers, laptops, printers, mobile devices, and peripherals.
Diagnose and resolve hardware, software, operating system (Windows/macOS), and local network connectivity issues.
Execute User Account Management tasks (Active Directory / Microsoft 365 onboarding, offboarding, access requests).
Perform hardware deployments, system imaging, data migration, and workstation setup for new hires.
Manage local IT inventory, IT asset tracking,



and return/replacement of defective equipment.
Document all incidents and service requests in the ITSM ticketing system following established SLAs.
Escalation management: Coordinate with Level 2/3 engineering teams and external vendors for complex technical issues.
Qualifications & Requirements
Education:
Associate's or Bachelor's degree in Computer Science, Information Technology, or equivalent practical experience.
Experience:
1–3 years of experience in hands-on Desktop Support, Helpdesk Level 1, or Field Technical Support.
Technical Skills:
Proficiency in Windows ***** and Microsoft 365 environment.
Basic knowledge of networking fundamentals (TCP/IP, DHCP, DNS, LAN/Wi-Fi troubleshooting, patch panels).
Familiarity with ticketing tools (ServiceNow, Jira, Remedy, or similar).
Soft Skills:
Strong customer service orientation, clear communication skills, and structured problem-solving ability.
Language:
Professional working proficiency in English (verbal and written) is preferred for internal escalation reporting.

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