IT Site Administrator – End User Services

About the role

The IT Site Administrator Associate will report to the EUC Director and provide day‑to‑day on‑site support for staff in the Queretaro office, with occasional remote assistance for other locations. This role is part of the Digital End User Services team, ensuring reliable desktop and application support.

Key responsibilities

• Develop and maintain governance structures and standards for End User Support delivery.
• Manage incidents and service requests from creation to resolution, including ticket routing and escalation handling.
• Provide 1st and 2nd line support for Windows OS, Microsoft Office, Outlook configuration, and related applications.
• Perform network troubleshooting (IP, DHCP, DNS), cabling, patching, and desktop imaging.
• Support mobile devices, printers, projectors, and audio‑visual equipment.
• Deliver remote support via Citrix and Cisco VPN.
• Create and upload knowledge‑base articles and assist power users locally and remotely.
• Collaborate with Networks, Security, Server Administration, and Telephony teams on ad‑hoc activities.

Required profile

• Bachelor's degree in Computer Science or a related field.
• Minimum 3 years of IT support experience.
• Strong knowledge of computers, laptops, printers, scanners and peripheral troubleshooting.
• Familiarity with anti‑virus clients, patch management, email clients, MS Exchange and Office 365.
• Experience in a global support environment is preferred.

Required skills

• Microsoft Windows operating systems
• Microsoft Office and Outlook configuration
• MS Exchange and Office 365
• Citrix and Cisco VPN remote access
• IP networking, DHCP, DNS troubleshooting
• Desktop imaging and printer troubleshooting
• Cabling, patch management, anti‑virus client administration
• Projector and audio‑visual maintenance
• Mobile phone support

What we offer

• Employee discounts on Harman and Samsung products (JBL, Harman Kardon, AKG, etc.)
• Extensive training through Harman University
• Competitive wellness benefits
• Tuition reimbursement
• Recognition and rewards program
• Inclusive work environment