Service Desk Technician I | IT Support

Location: Mexico City, Artz Pedregal | On-site

Employment Type: Full-time

About Sonepar

Sonepar is a integral leader in the distribution of electrical products, solutions, and services, operating in more than 40 countries worldwide.

As we continue to grow and strengthen our teams in Mexico, we are looking for talented IT professionals who are passionate about technology, problem-solving, and delivering outstanding technical support.

About the Role

We are looking for a Service Desk Technician I with strong hands-on technical expertise, excellent troubleshooting abilities, and a proactive problem-solving mindset to join our IT team in Mexico City.

This role goes beyond answering support requests. We are looking for someone who can independently investigate, diagnose, and resolve technical incidents, understand the root of common IT issues, and provide reliable support to corporate users in a fast-paced environment.

The ideal candidate has practical experience working with enterprise IT environments, demonstrates strong technical judgment, and knows when to resolve an issue independently or escalate it appropriately.

Key Responsibilities

- Provide technical support to corporate users through phone, email, chat.
- Diagnose and troubleshoot hardware, software, operating system, network connectivity, and application-related incidents.
- Support Windows environments, Microsoft 365 applications, user accounts, authentication, and access-related issues.
- Troubleshoot desktop computers, laptops, printers, peripherals, virtual desktops, and mobile devices.
- Investigate technical incidents, identify possible root causes, and implement effective solutions.
- Manage incidents and service requests through ticketing platforms, ensuring accurate documentation, prioritization, and timely resolution.
- Perform user account administration, password resets, access troubleshooting, and basic identity management activities.




- Resolve incidents at first contact whenever possible, minimizing unnecessary escalations.
- Escalate complex technical issues with complete troubleshooting documentation and clear technical findings.
- Contribute to knowledge base documentation, process improvements, and IT service quality.

What We're Looking For

Required Qualifications

- Proven hands-on experience in Service Desk, IT Help Desk, Desktop Support, or corporate technical support.
- Strong technical troubleshooting skills with the ability to independently diagnose and resolve IT incidents.
- Practical experience supporting Windows operating systems and Microsoft 365 environments.
- Working knowledge of Active Directory, user account administration, password management, and access troubleshooting.
- Experience using IT ticketing systems, preferably ServiceNow.
- Ability to investigate hardware, software, application, and basic connectivity issues.
- Experience documenting incidents, managing priorities, and working under SLA requirements.
- Strong analytical thinking, technical curiosity, and attention to detail.
- Fluent English and Spanish, both written and spoken.
- Ability to work independently while collaborating effectively with other IT professionals.

Highly Valued Technical Experience

- Microsoft Entra ID, Intune, and endpoint management.
- Multi-factor authentication (MFA) and identity troubleshooting.
- VPN, DNS, DHCP, TCP/IP, and basic network diagnostics.
- Remote desktop support tools and virtual desktop environments.
- ITIL practices, incident management, and knowledge base creation.
- CompTIA A+ or related IT certifications.

Why Join Sonepar?

At Sonepar, we believe in empowering our people to Adapt, Dare, and Learn.

You will have the opportunity to contribute to a growing IT team, strengthen your technical expertise, collaborate with experienced professionals, and continue developing your career within a global organization.

Ready to put your technical skills to the test?

Apply today and become part of Sonepar's growing IT team!

📌 Service Desk Technician I (Ciudad de México)
🏢 Sonepar México u0026 Caribe
📍 Ciudad de México