Desktop Support Engineer L1

About the role

The Desktop Support Engineer L1 provides first‑line technical assistance for desktop computers, peripherals and related software. The role involves hands‑on installation, configuration, troubleshooting and maintenance of IT equipment while delivering high‑touch support to VIP users.

Key responsibilities

• Install, configure and maintain desktop PCs, laptops, printers, scanners and mobile phones.
• Perform IMAC (Install, Move, Add, Change) services for all IT assets.
• Provide hardware and software troubleshooting, including Office 365, DHCP and DNS issues.
• Manage audio‑visual, conferencing and other collaborative technologies.
• Install network and shared printers and support Mac devices.
• Maintain IT inventory, coordinate vendor support and assist with procurement.
• Document incidents, problems and resolutions for the knowledge base.
• Adhere to defined Service Level Agreements (SLAs) and support after‑hours meetings or events as required.

Required profile

• Strong communication skills and ability to follow safety protocols (protective eyewear, composite‑toed shoes).
• Willingness to comply with REPSE Mexico regulations.
• Capability to work on‑site and handle physical tasks such as rack labeling, server mounting and cable management.

Required skills

• Desktop installation and configuration.
• Hardware and software troubleshooting.
• IMAC service delivery.
• Office 365 support.
• DHCP and DNS knowledge.
• Network printer installation.
• Mac device support.
• IT inventory management.
• L1 network troubleshooting for LAN connectivity.
• Physical server, storage and network device handling (reboot, console access, cable/SFP replacement, racking).