Desktop Support Engineer

About the role

We are looking for a proactive, customer‑focused Desktop Support Engineer to join our IT support team in Tlaxcala, Mexico. You will be responsible for delivering on‑site and remote technical assistance, maintaining desktop environments, and ensuring smooth IT operations for an enterprise user base.

Key responsibilities

• Provide on‑site and remote support for desktops, laptops, printers, and peripherals.
• Diagnose and resolve hardware, software, OS, and network connectivity issues.
• Install, configure, and maintain Windows 10/11 and enterprise applications.
• Manage user accounts and groups in Active Directory.
• Administer Microsoft 365 accounts, licenses, and Outlook support.
• Support endpoint management with Microsoft Intune and SCCM, including imaging, software deployment, and patch management.
• Handle incidents and service requests via ServiceNow or a similar ITSM tool.
• Configure VPN connections and troubleshoot basic networking (TCP/IP, DNS, DHCP).
• Maintain IT asset inventory and technical documentation.
• Deliver excellent customer service while meeting SLA and ITIL best‑practice requirements.

Required profile

• 2+ years of desktop or IT support experience in an enterprise environment.
• Strong troubleshooting, communication, and customer‑service skills.
• Ability to work independently and as part of a collaborative team.

Required skills

• Desktop Support
• Windows 10/11
• Active Directory
• Microsoft 365 / Office 365 Administration
• Microsoft Intune
• SCCM
• ServiceNow
• Microsoft Outlook
• VPN Support
• Hardware & Software Troubleshooting
• Printer & Peripheral Support
• OS Imaging & Deployment
• TCP/IP, DNS, DHCP
• Microsoft Entra ID (Azure Active Directory)
• Remote Support Tools
• ITIL Fundamentals