About the Company

South Mill Champs is one of North America’s largest vertically integrated mushroom growers and suppliers, with farms, processing facilities, and distribution centers across the continent. The company provides fresh, frozen, and minimally processed mushrooms to retail, foodservice, wholesale, and industrial customers, with a focus on quality, innovation, dependable service, and responsible growing practices.

About the Role The IT System Admin serves as an Escalation Engineer within the IT Service Desk, providing technical support to end users through phone, chat, email, tickets, and remote sessions. This position evaluates, prioritizes, documents, troubleshoots, and resolves hardware, software, system, and network issues while ensuring users receive timely updates throughout the support process.

Responsibilities

- Respond to end-user inquiries through phone, chat, email, or tickets.
- Evaluate the urgency and impact of each issue to determine the appropriate priority.
- Create detailed tickets containing all relevant information, including steps to reproduce the error, screenshots, and user data.
- Resolve known issues, including password resets, email setup, and login problems.
- Guide users through the installation and configuration of basic software, hardware, printers, scanners, and other peripherals.
- Apply solutions documented in the company’s internal manuals and knowledge base.
- Initiate and follow up on troubleshooting through remote sessions with users.




- Recognize when an issue exceeds established technical capabilities and escalate it to Escalation Engineering in an orderly manner.
- Track open tickets and provide users with updates on the status of their cases.
- Confirm with the user that the solution works before closing the ticket.
- Explain how to prevent recurring errors, including best practices for security and system use.
- Encourage users to utilize available self-service portals.

Qualifications

- Bachelor’s degree (Licenciatura or Ingeniería) in Information Technology, Computer Systems, Computer Science, or a related field preferred.

Required Skills

- Knowledge of Windows operating systems.
- Experience managing, configuring, and installing Microsoft applications.
- Knowledge of end-user IT support and troubleshooting.
- Knowledge of Microsoft Admin Centers for Microsoft 365, Azure, Exchange, Intune, Entra, SharePoint, and Teams.
- Knowledge of Active Directory.
- Knowledge of security authentication methods.
- Knowledge of wired and Wi-Fi network support and configurations.
- Ability to support printers, scanners, and other peripherals.
- Ability to initiate and follow up on troubleshooting through remote sessions.

Preferred Skills

- Knowledge of phone systems, calls, and administration centers.
- Knowledge of local ERP systems, including Data Analytics, Sage, DocStar, Dropbox, and TechMark.
- Proficiency in English and Spanish

📌 Information Technology System Administrator (Santiago de Querétaro)
🏢 South Mill Champs Mushrooms
📍 Santiago de Querétaro