BRP offers a career opportunity as a Service Desk Agent for a customer-oriented professional with strong teamwork and collaboration skills, experience working with cross-functional teams, analytical thinking, and problem-solving abilities. The role is responsible for ticket resolution following the IT Operating Model.
Main Duties And Responsibilities
Regular End User Support (Office Professionals)
- Provide first-level technical support to end users through multiple channels (phone, email, chat).
- Accurately document all interactions, incidents, and solutions in the ticketing system to ensure traceability and knowledge transfer.
- Troubleshoot and support end-user equipment (DELL laptops, desktops, workstations; Ricoh standard and multifunction printers; etc.).
- Computer installation and configuration (PXE boot).
- Deployment of BRP standard applications (via SCCM).
- Microsoft Office and Google Workspace support.
- Google Meets hardware support.
- Wireless connectivity support.
- Mobile device configuration and support.
Manufacturing Environment (Shop Floor)
- Zebra printers and scanners support (preventive and corrective maintenance, as well as LAN/Wi-Fi network configuration).
- Software configuration (Mobisys).
- Basic support for infrastructure servers, networking, and telecommunications.
- Production floor support and equipment installation.
- Installation of shop-floor applications (as part of setup tools).
- Tablet installation, configuration, and support.
- Schedule preventive maintenance for manufacturing equipment.
- Prioritize interventions required in production operations to reduce or eliminate downtime and production losses.
- Proactively analyze incident data to identify root causes of recurring issues and improve service stability.
- Receive, validate, and maintain all assets in the Asset Management database to accurately reflect the status of equipment under responsibility.
Other Responsibilities
- Collaborate with other
📌 IT Service desk Agent (Ciudad Juárez)
🏢 Brp
📍 Ciudad Juárez
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