Talent-First Technology Ecosystem that redefines how elite professionals interact with the global corporate landscape. We act as a catalyst for the top 1% of global talent, connecting human potential with complex industrial and technological execution. By joining our network, you are not simply taking a position; you are aligning with a strategic partner dedicated to updating your "Human OS" and accelerating your growth through world-class, high-impact projects.

We are currently partnering with a global leader in sustainable packaging solutions and high-precision filling technology. With a presence in over 100 countries and a track record dedicated to responsible innovation, this organization serves as the backbone of food safety and logistical efficiency for the world's most recognized brands. approach ensures that every technological solution is not only efficient but also contributes positively to the environment and society through aseptic packaging systems and industrial digitalization. This is your chance to thrive in an environment where precision engineering meets global-scale sustainability.

IT SR Specialist Service Desk : The Challenge (Responsibilities) Provide first‐line and initial second‐line support for end users by fulfilling service requests and performing initial incident triage and problem isolation. Support enterprise and business‐critical applications, primarily focusing on ERP systems. Perform impact assessments and structured escalations to application, platform, or vendor support teams while maintaining end‐to‐end ownership of the ticket.

Accurately document, categorize,



and route service requests and incidents using approved IT service management tools to ensure service continuity and knowledge sharing. Support an integrated application ecosystem by identifying cross‐application dependencies and coordinating effectively with internal IT teams and external partners. Adhere to ITIL‐based processes, standards, and guidelines, contributing to continual service and process improvement initiatives.

Your Profile (Requirements) Proven experience in IT service desk operations, specifically providing initial incident analysis and structured escalation for enterprise environments. Demonstrated ability to troubleshoot common IT issues using structured problem-solving methods. Understanding of how enterprise applications integrate within a broader IT ecosystem and the ability to recognize cross-application impacts.

Solid grasp of ITSM/ITIL concepts and daily service desk operations. High-Performance Mindset: Resilience, emotional intelligence, and a focus on agile delivery. A deep understanding of the difference between "coding" and "engineering." Desired Exposure to ERP environments and enterprise application landscapes.

SAP ECC , or SAP S/4HANA Public Cloud in a service desk or shared services context is a strong advantage. Familiarity with cloud-native foundations or AI coding assistants.

Languages Advanced Oral English: For seamless collaboration with general teams.

Advanced

Spanish.

This position is available as: Hybrid.

Sequoia

Career's Page : Provide first‐line and initial second‐line support for end users and business-critical applications. Accurately document and route incidents using IT service management tools. Adhere to ITIL‐based processes and ITSM guidelines.

Experience supporting Infor LN, SAP ECC, or SAP S/4HANA Public Cloud is a strong advantage.

📌 IT SR Specialist Service Desk (Hermosillo)
🏢 Sequoia Connect
📍 Hermosillo