Mexico
Banco Mercantil del Norte, S.A.
Inetum
On-Site Support Coordinator
Mexico
Ciudad de México, Mexico
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Job Description
The On-Site Support Coordinator for End-User Infrastructure is responsible for overseeing and coordinating the resolution of technical issues in the end-user infrastructure, including hardware and software devices used at client locations nationwide. The main objective is to ensure a high level of availability and functionality of systems and equipment to maximize business efficiency and customer satisfaction.
Responsibilities
- Coordinate on-site support services for end-user infrastructure
- Supervise the traceability of tickets assigned to the on-site support tower
- Manage exceptions and dependencies with other areas and the client
- Supervise inventory movements for their buildings and branches.
- Oversee periodic reconciliations.
- Coordinate corrective and preventive plans.
Document Control
- Validate complete documentation with the solution and notes in the tickets
- Supervise the correct generation of secure erase certificates and evidence.
- Manage ticket documentation.
Warranties
- Follow up on manufacturer warranties.
- Coordinate movement of equipment under warranty.
- Supervise backup equipment.
- Maintain traceability of temporary assets.
Audit and Compliance
- Attend internal and external audits.
- Manage control evidence.
Activities are carried out within client facilities in CDMX and, if necessary, at remote sites.
Requirements
Technical Knowledge
Mandatory
- Windows 10/11.
- Microsoft 365.
- Active Directory.
- Entra ID.
- Teams.
- OneDrive.
- Remote support.
- Personal Computers, Laptops, tablets
- Dell, HP, or Lenovo Hardware.
- Label Printers, Badge Printers, Laser, Inkjet, Dot Matrix, and Receipt Printers)
- Peripherals (Scanners, Biometrics, and Readers)• Support for Video Conference and Collaboration Rooms
- Loading operating system images onto computer equipment
- Technical support for users in office applications.
- ITSM ticket management.
Experience
- 3 to 5 years coordinating on-site support activities.
- Experience in multi-site support.
- Experience in branch or retail environments.
- Experience in incident and request management.
Education
- Systems Engineering.
- Computer Science.
- Telecommunications.
- Related field.
Desirable
- ServiceNow.
- Ivanti.
- IT Asset Management.
- Dell Certification.
- ITIL Foundation.
Additional Information
Schedule: Monday to Friday from 8:00 a.m. to 5:00 p.m. and Saturday from 8:00 a.m. to 3:00 p.m. with the possibility of on-call duty during extended hours and on Sundays and holidays.
At the start of your shift, you will need to travel to a building or branch and will handle requests within the work area and metropolitan area, with the possibility of serving nearby locations.
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