IT Service Desk Technician – L1 (Onsite)

About the role

iSoftStone is looking for an IT Service Desk Technician (L1) to provide frontline onsite support for its warehouse and office operations in Mexico City. The role involves daily user assistance, equipment setup, and basic network troubleshooting in a fast‑paced environment.

Key responsibilities

• Install and configure Windows operating systems, office software and standard applications.
• Support desktops, laptops, monitors, printers, scanners and other peripherals.
• Troubleshoot basic hardware, software and connectivity issues.
• Provide support for barcode scanners, PDA devices, handheld terminals and label printers.
• Handle printer maintenance, paper jams, toner replacement and label‑printing problems.
• Configure basic network settings such as IP addressing, Wi‑Fi and printer connectivity.
• Prepare and deploy IT equipment for new users and warehouse operations.
• Respond to IT tickets and deliver onsite support within SLA requirements.
• Maintain IT asset inventory and basic documentation.
• Escalate complex issues to L2 engineers when necessary.

Required profile

• At least one year of IT support experience.
• Basic knowledge of Windows OS, computer hardware, printers and handheld devices.
• Familiarity with basic networking concepts and troubleshooting.
• Experience using ticketing systems and providing onsite user support.
• Strong customer service and communication skills in both Spanish and English.

Required skills

• Windows operating system
• Computer hardware troubleshooting
• Printer maintenance and configuration
• Handheld device support (e.g., Zebra, Honeywell)
• Basic networking (IP, Wi‑Fi, printer connectivity)
• Ticketing system usage
• Intune or other MDM tools