Technical Support Manager

Description

Position Summary: We are seeking a Technical Support Manager with experience in personnel management and advanced knowledge of hardware, software, networks, and information security to join our diagnostic team. Key Highlights: 1. Join an established team with 46 years of experience 2. End-to-end technical support and IT asset management 3. Proficiency in ITIL methodology and service management **Technical Support Manager position is open** Join our core diagnostic team, which provides laboratory analysis and diagnostic testing services. With 46 years of experience, our headquarters is located in the federal district, and we operate 12 branches across Jalisco. **Work Location: Mexicaltzingo** **Prior experience required:** * **Personnel management** Hardware and Computing Equipment Assembly and maintenance: Basic diagnosis and repair of internal components for desktops and laptops (hard drives, SSDs, RAM, power supplies, motherboards). Peripherals: Configuration, maintenance, and troubleshooting for printers (laser, inkjet, thermal), scanners, projectors, and barcode readers. Physical cleaning: Proper use of tools and chemicals (compressed air, isopropyl alcohol) for preventive hardware maintenance. Operating Systems and Software Commercial Operating Systems: Proficiency in Windows 10 and 11 (installation, configuration, optimization, and formatting) Office Suites: Installation and resolution of common issues in Microsoft 365 (Word, Excel, Outlook, Teams) and alternatives such as Google Workspace. Diagnostic Tools: Use of software for performance testing, disk cloning (e.g., Clonezilla or Rufus), and data recovery. Networks and Connectivity Structured cabling: Crimping network cables (RJ45 connectors per T568A/B standards) and testing with cable testers. LAN/WLAN Networks: Basic configuration of routers, switches, access points (APs), and repeaters. Communication Protocols: Fundamental understanding of the TCP/IP model, IP addressing (static and dynamic/DHCP), subnet masks, DNS, and default gateways. Remote Support and Incident Management Remote assistance tools: Proficiency with software such as AnyDesk, TeamViewer, Quick Assist, or Remote Desktop (RDP). Basic Information Security Antivirus and Antimalware: Installation, updating, and execution of virus, ransomware, and spyware disinfection tools. Data Backups: Implementation of local and cloud-based backup policies (OneDrive, Google Drive) for end users. Access Management: Basic concepts of password policies and use of Active Directory for simple tasks such as password resets or user unlocks. Asset Management Inventory Control (Hardware and Software): Use of automated tools for IT asset tracking (e.g., OCS Inventory, Snipe\-IT) and equipment lifecycle management (procurement, allocation, obsolescence). IT Service Management ITIL Methodology (Foundations): Comprehensive mastery of the service lifecycle, especially Incident, Request, Problem, and Change Management. Metrics and KPIs: Design, implementation, and monitoring of Key Performance Indicators (e.g., first response time, resolution time, abandonment rate) and SLA (Service Level Agreement) compliance. Help Desk / Service Desk Administration Valid Driver's License **Schedule:** * Monday to Friday: 10:30 AM – 7:30 PM * Saturdays: 9:00 AM – 2:00 PM * Availability to provide on-site support to all 12 branches **We Offer:** * Gross monthly salary: $17,725 * Biweekly payment * Statutory benefits * 5% savings fund * 20% discount on laboratory tests If interested, please send your updated resume to Lic. Noemí Arroyo at 3318046532