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 approa

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