Job Description

Location: Mexico City, Mexico (100% On-site)
Employment Type: Independent Contractor
Working Hours: Monday–Friday, 8:00 AM – 5:00 PM

About the Role

We are looking for a Desktop Support Associate (Tier 2) to join an on-site IT support team in Mexico City. This is a hands-on, hardware-focused position where you'll play a key role in ensuring employees have reliable, fully functioning workstation equipment.

The role is ideal for someone who enjoys practical, process-driven work and takes pride in delivering timely, high-quality support. You'll troubleshoot hardware issues, manage inventory, maintain accurate documentation, and ensure support requests are resolved within established service levels.

Key Responsibilities

• Install, configure, troubleshoot, and replace desktop hardware, including monitors, keyboards, mice, docking stations, and other peripherals.

• Diagnose hardware-related issues involving equipment, cabling, and workstation connectivity, resolving or escalating as needed.

• Manage support tickets and meet defined Service Level Agreements (SLAs).

• Maintain accurate records of all support activities, inventory, and asset movements.

• Perform regular inventory audits and keep storage areas organized and well maintained.

• Conduct proactive workstation inspections to identify and resolve issues before they impact users.

• Participate in daily team check-in meetings to review priorities and provide status updates.

• Occasionally travel to a nearby office location when on-site support is required.

• Contribute ideas to improve operational processes, workspace organization, and overall service efficiency.

• Provide end-user support in Spanish while maintaining documentation and communicating with international teams in English.

Requirements

Required Experience

• Experience in Desktop Support, IT Help Desk, or Technical Support (Tier 1 or Tier 2 preferred).

• Experience troubleshooting both hardware and basic software issues.

• Hands-on experience supporting desktop peripherals, monitors, keyboards, docking stations, cabling, and related equipment.

• Experience working in ticket-based environments with SLA targets.

• Experience managing or tracking IT inventory and equipment.

• Alternatively, candidates with experience in highly process-driven operational environments (such as warehousing, logistics, or technical operations) who have strong technical aptitude and attention to detail are encouraged to apply.

Technical Skills

• Desktop hardware installation and replacement.

• Hardware diagnostics and troubleshooting.

• Ticket management systems.

• Inventory and asset management.

• Ability to follow documented procedures consistently and accurately.

Language Requirements

• Professional working proficiency in English (written and verbal).

• Native or fluent Spanish.

What We're Looking For

• Detail-oriented with excellent organizational skills.

• Comfortable performing structured, repetitive, process-driven work.

• Able to follow established procedures with precision.

• Strong problem-solving skills and a proactive approach to identifying issues.

• Reliable, accountable, and committed to delivering excellent service.

• Comfortable working independently while collaborating with a global support team.

• Physically able to organize storage areas and handle light equipment lifting when required.

What We Offer

• Opportunity to support a large-scale, global IT environment.

• Structured onboarding and training.

• Company-provided equipment for your role.

• A collaborative international team with clear processes and support.

• Exposure to enterprise IT operations and opportunities to contribute to continuous improvement initiatives.

Start Date: ASAP