Job Title: End User Computing Support – Level 1

Location: AV. Irapuato 2030, Irapuato, Mexico (Onsite)

Employment Type: Full-time Freelance B2B Contract

Contract Duration: 1 year

About the Role
We are looking for an End User Computing Support Level 1 professional to provide first-line technical support to end users. This is a full-time onsite B2B freelance contract based in Irapuato, Mexico. The role focuses on resolving hardware, software, and basic IT issues while delivering excellent customer service.

Important: This is a B2B contract . The candidate must already hold their own valid visa and full-time work permit for Mexico. The contract does not sponsor or provide any visa or work permit.

Key Responsibilities

Provide Level 1 end-user computing support via phone, email, chat, or desk-side assistance

Troubleshoot and resolve issues related to desktops, laptops, printers, peripherals, and standard software applications

Perform basic hardware diagnostics, software installations, configurations, and user account management

Escalate complex issues to Level 2/3 support in a timely manner

Log and manage tickets accurately in the IT service management system

Assist with user onboarding and offboarding activities (account setup, device preparation, etc.)

Follow ITIL-aligned processes for incident and request management





Maintain clear documentation and contribute to the knowledge base

Ensure compliance with IT policies and security standards

Deliver professional and clear communication to end users

Required Skills & Experience

Minimum 3 years of experience in End User Computing (EUC) / Desktop Support / Service Desk (Level 1)

Strong troubleshooting skills with Windows operating systems, Microsoft Office 365, and common business applications

Basic knowledge of Active Directory, networking fundamentals (TCP/IP, DNS, DHCP), printers, and mobile devices

Familiarity with ITSM tools (e.g., ServiceNow, Jira, or similar)

Customer-focused approach with the ability to explain technical issues clearly

Ability to work independently and as part of a team

Language Requirements

English: Professional working proficiency

Spanish: Professional working proficiency

Mandatory Requirements

Must hold a valid visa and full-time work permit for Mexico (no sponsorship available)

Available for full-time onsite work at AV. Irapuato 2030, Irapuato

Acceptance of a 1-year full-time freelance B2B contract

Preferred Qualifications

ITIL Foundation certification

Previous experience in enterprise or multi-site environments

Knowledge of remote support tools

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📌 IT Support Engineer (End User Computing) (Irapuato)
🏢 Future Cloud Technologies
📍 Irapuato