IT Support Engineer (End User Computing)

Job Title: End User Computing Support – Level 1

Location: AV. Irapuato 2030, Irapuato, Mexico (Onsite)

Employment Type: Full-time Freelance B2B Contract

Contract Duration: 1 year

About the Role We are looking for an End User Computing Support Level 1 professional to provide first-line technical support to end users. This is a full-time onsite B2B freelance contract based in Irapuato, Mexico. The role focuses on resolving hardware, software, and basic IT issues while delivering excellent customer service.

Important: This is a B2B contract. The candidate must already hold their own valid visa and full-time work permit for Mexico. The contract does not sponsor or provide any visa or work permit.

Key Responsibilities

• Provide Level 1 end-user computing support via phone, email, chat, or desk-side assistance
• Troubleshoot and resolve issues related to desktops, laptops, printers, peripherals, and standard software applications
• Perform basic hardware diagnostics, software installations, configurations, and user account management
• Escalate complex issues to Level 2/3 support in a timely manner
• Log and manage tickets accurately in the IT service management system
• Assist with user onboarding and offboarding activities (account setup, device preparation, etc.)
• Follow ITIL-aligned processes for incident and request management
• Maintain clear documentation and contribute to the knowledge base
• Ensure compliance with IT policies and security standards
• Deliver professional and clear communication to end users

Required Skills &

Experience

• Minimum 3 years of experience in End User Computing (EUC) / Desktop Support / Service Desk (Level 1)
• Strong troubleshooting skills with Windows operating systems, Microsoft Office 365, and common business applications
• Basic knowledge of Active Directory, networking fundamentals (TCP/IP, DNS, DHCP), printers, and mobile devices
• Familiarity with ITSM tools (e.g., ServiceNow, Jira, or similar)
• Customer-focused approach with the ability to explain technical issues clearly
• Ability to work independently and as part of a team

Language Requirements

• English: Professional working proficiency
• Spanish: Professional working proficiency

Mandatory Requirements

• Must hold a valid visa and full-time work permit for Mexico (no sponsorship available)
• Available for full-time onsite work at AV. Irapuato 2030, Irapuato
• Acceptance of a 1-year full-time freelance B2B contract

Preferred Qualifications

• ITIL Foundation certification
• Previous experience in enterprise or multi-site environments
• Knowledge of remote support tools

If you meet the experience, language, and work permit requirements and are available for a full-time B2B contract in Irapuato, we encourage you to apply.