IT Support

About This Role

This IT support role involves providing technical assistance for hardware and software, troubleshooting issues, and maintaining systems for users. The position suits a desktop support specialist who can work independently and as part of a team, ensuring the smooth operation of IT infrastructure.

Responsibilities

• Provide technical assistance for hardware and software, troubleshooting issues, installing and maintaining systems, and assisting users
• Install, configure, and upgrade software applications and drivers, sometimes involving deployment and management of devices
• Provide technical support and troubleshooting for hardware, software, and network issues
• Install, configure, and maintain desktop and laptop computers, mobile devices, and peripherals
• Assist with the setup and deployment of new equipment and software
• Respond to support requests via phone, email, or in-person
• Document and track issues and resolutions in a ticketing system
• Train users on new systems and software as needed
• Collaborate with other IT team members to resolve complex issues
• Maintain an inventory of all hardware and software resources
• Ensure security and privacy of networks and computer systems
• Create and maintain user guides, FAQs, and knowledge base articles to support self-service troubleshooting and enhance user productivity

Requirements

• Proven experience as a Desktop Support Specialist or similar role
• Strong knowledge of Windows and Mac operating systems
• Familiarity with remote desktop applications and help desk software
• Excellent problem-solving and communication skills
• Ability to work independently and as part of a team
• Strong organizational skills and attention to detail
• Relevant certifications (e.g., Microsoft Certified Professional) are a plus

Benefits

• Life insurance
• Major Medical Expenses Insurance (extends to spouse and children under 25 years of age, if applicable)
• Minor Medical Expense Insurance
• Savings Fund 13% (up to MXN $4,400 monthly)
• Food vouchers 10% (up to MXN $3,400 monthly)
• 30 days bonus
• 12 days of vacation in the first year, increasing by 2 as dictated by law

Important Details

• Working model: 100% on-site, 24/5
• Working days: Monday to Friday rotational shifts, Saturdays 8:00 - 1:00

About the Company

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. They work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2024 totaled $13.7 billion.