EUC Engineer Support (México- CDMX)
GSB Solutions Mexico City, Mexico City, Mexico · MX$216K/yr
Information Technology & Services · 201-500 employees
About the role
The engineer will provide on-site technical support for end-user hardware and software, including installations, repairs, and configuration changes. They are also responsible for managing ticket queues, ensuring SLA compliance, and coordinating with vendors and project teams.
What they look for
Requirements
Candidates must have 2 to 4 years of technical experience in service delivery and troubleshooting. An advanced level of English is required, along with the ability to perform on-site technical assistance and handle rotating on-call support.
Full description
Nos encontramos en la búsqueda de un ingeniero de soporte técnico, para la CDMX.
As an On-Site Support Technician, with a minimum of one to three years of technical experience in service delivery and troubleshooting end-user hardware and software configuration issues, you will be responsible for providing high-quality services to end users.
Job Requirements:
- Provide customer-oriented end-user support, including the installation and configuration of desktop computers, laptops, mobile devices, associated peripherals, and related software.
- Perform Break/Fix repairs, Desk-Side Support, IMACD activities, data migration, equipment refreshes, etc.
- Perform on-site updates, configuration changes, and software installations.
- Provide on-site technical assistance to end users.
- Identify potential issues that could negatively impact the end-user experience and take the necessary actions to prevent them.
- Manage the ticket queue and ensure that tickets are resolved and closed within the defined Service Level Agreement (SLA).
- Respond to end-user requests regarding ticket status and provide timely follow-up as required.
- Coordinate with vendors to provide end-user support, such as hardware vendor technicians for warranty repairs or replacements.
- Perform security, control, and compliance-related tasks associated with end-user support, such as access reviews, risk assessments, control checks, facility inspections, and maintenance of verification records.
- Coordinate with Level 3 Support groups and project teams to improve service delivery, maintenance, and updates.
- Provide IT support for on-site or off-site events and meetings, including venue setup, coordination with the venue's IT/AV contacts, and on-call support.
- Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
- Provide on-call support outside regular working hours on a rotating basis, when required.
- In the event of future business requirements involving travel, logistics and travel expenses will be covered based on actual costs.
- Provide “Hands and Feet” support for voice and data network devices.
Other Requirements:
- Location: Blvd. Miguel de Cervantes Saavedra, Col. Granada, Miguel Hidalgo, México City, México.
- Schedule: Monday to Friday, 8:00 a.m. to 6:00 p.m.
- Remuneration: MXN 18.000,00 net.
- Experience: 2 to 4 years.
- Work Model: On-site (3-month contract).
- English Level: Advanced (tests Will be conducted)
