About the Role

Sharp Brains is looking for a motivated and customer-focused EUC (End User Computing) / Desktop Support Technician - L1 to join our onsite IT support team in Mexico City.

The successful candidate will provide first-level technical assistance to end users, troubleshoot desktop and laptop issues, support IT hardware and software, and help maintain smooth day-to-day IT operations.

Key Responsibilities

- Provide Level 1 technical support for desktops, laptops, workstations, and other end-user devices.
- Troubleshoot Windows operating system, software, hardware, and peripheral issues.
- Install, configure, and maintain computers, printers, monitors, and related IT equipment.
- Support Microsoft 365 applications, including Outlook, Teams, Word, and Excel.
- Perform basic user account administration and troubleshooting using Active Directory (AD) and Azure AD / Microsoft Entra ID.
- Assist with endpoint management, device deployment, software installation, and updates using Microsoft Intune and SCCM/MECM.
- Troubleshoot basic LAN, Wi-Fi, VPN, and network connectivity issues.
- Record, track, and resolve incidents and service requests through ServiceNow, Jira, or similar ticketing tools.
- Maintain IT asset inventory and document hardware assignments, troubleshooting activities, and resolutions.
- Escalate complex technical issues to the appropriate L2 or specialized support teams.
- Follow IT security policies, support procedures, and service-level agreement (SLA) requirements.
- Provide professional and timely technical assistance to end users.

What We Are Looking For

We are seeking a dependable, organized, and service-oriented technician who can support end users professionally, troubleshoot common IT issues, maintain accurate documentation, and work effectively within a technical support team.

About Sharp Brains

Sharp Brains is a integral IT services company specializing in onsite IT support, field services, data center support, and network infrastructure solutions.

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📌 Network Engineer (México)
🏢 Sharp Brains
📍 México