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 Responsibilities End-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 & Continuous Improvement

- Escalate complex issues to senior IS team members or integral support groups.
- Participate in IT projects, site upgrades, and regional initiatives.

· Proactively identify recurring issues, service gaps, and process inefficiencies, and present practical recommendations, improvement proposals, and new ideas to strengthen IT operations and the user experience.
- Train end-users on systems and tools to reduce recurring issues.
- Promote constructive communication, teamwork, and excellent customer service.

Required Qualifications

- Bachelor’s degree in Computer Science, Information Technology, Engineering , or a related field; or equivalent experience .
- 5+ years of experience in IT support or service desk environments.
- Strong working knowledge of:
- Windows 11
- Office 365
- Active Directory / Azure AD
- Intermediate networking (LAN/WAN, TCP/IP, DHCP, DNS)

o Unified Endpoint Management platforms, such as ManageEngine Endpoint Central, Microsoft Intune, Omnissa Workspace ONE, or Ivanti Neurons for UEM

- Ability to prioritize, multitask, and communicate effectively in English and Spanish.
- Strong troubleshooting and documentation skills.

Preferred Qualifications · Hands-on experience administering a Unified Endpoint Management platform ,



including software deployment, operating system and third-party patching, device compliance, inventory reporting, and remote troubleshooting.

- Experience with Local Area Networks (configuration, monitoring, support).
- Network certifications (e.g., Aruba, CCNA-equivalent).
- Microsoft certifications (MCP, MCSA, MS-900, AZ-900).
- ITIL Foundation certification.

Key Skills & Competencies · Effective communication and interpersonal skills , with the ability to explain technical concepts clearly, listen actively, and provide professional service to users and stakeholders.

· Proactive and self-motivated approach , with the ability to anticipate needs, take ownership, and follow through on commitments with minimal supervision.

· Strong analytical and problem-solving skills , including the ability to assess issues, identify root causes, evaluate alternatives, and implement practical, sustainable solutions.

· Continuous improvement mindset , with the ability to identify opportunities, challenge inefficient practices constructively, and propose well-considered improvements and innovative ideas.

- Ability to interact with users at all organizational levels.
- Responsible, detail-oriented, and committed to delivering quality results.

Physical & Work Environment

- Office-based role in a climate-controlled environment.
- Ability to sit for extended periods, move equipment, and occasionally lift up to 25 lbs.
- Occasional travel to local or regional sites may be required.

Why Join Us?

- Be part of a collaborative, growing regional IS team.
- Opportunity to work with global technologies and participate in international projects.
- Professional development and certification opportunities (networking, cloud, ITIL).

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