Job Summary

The IT Support Analyst will be responsible for providing Level 1 and Level 2 technical support to end users across the Mexico region, ensuring the smooth operation of hardware, software, network services, and corporate applications.
This role requires strong technical troubleshooting abilities, excellent customer service, and the capacity to work collaboratively within a dynamic regional IT team.
Experience with networking, especially Aruba Networks, Unified Endpoint Management (UEM) platforms, and ITIL frameworks will be considered a significant plus. Relevant UEM platforms include ManageEngine Endpoint Central, Microsoft Intune, Omnissa Workspace ONE, and Ivanti Neurons for UEM.
You will work closely with the Regional IS Manager (your hiring manager) and contribute to daily operations, projects, and continuous improvement initiatives.

Key ResponsibilitiesEnd-User & Technical Support• Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers, and enterprise applications.
• Troubleshoot and resolve incidents related to Windows OS, Office 365, VPN,



endpoint security, and general user issues.
• Deliver support via the Service Desk platform, ensuring compliance with SLAs and maintaining professional communication.

Network & Infrastructure• Perform intermediate troubleshooting of servers, switches, access points, and other IT infrastructure components.
• Support and maintain Networks environments (wired and wireless).
• Assist in network monitoring, basic configuration tasks, and issue escalation when needed.

Systems Administration & Deployment• Install, configure, and deploy hardware and software following corporate standards.
• Maintain updated documentation, asset inventories, and knowledge base articles.
• Conduct scheduled preventive maintenance and apply system updates.

· Use a Unified Endpoint Management (UEM) platform to enroll, inventory, configure, patch, secure, and remotely support corporate endpoints.
Collaboration &

📌 IT Support Analyst (Ciudad Apodaca)
🏢 Pyrotek
📍 Ciudad Apodaca