We are Irium Mexico, a Spanish company headquartered in Madrid, Spain, with offices in Mexico and Portugal; we are an IT consulting firm specializing in information technologies. **Vacancy: VIP On-site N1/N2 Support Desk** * Education: Technical or Engineering degree (Systems, Computer Science, or related fields) or equivalent experience. * Experience: 1–3 years in N1/N2/Field Services support within a corporate environment. * Availability to work on-site and cover scheduled shifts. **Experience:** * Receiving phone calls and emails to clearly log tickets. * Classifying, prioritizing, categorizing, and tracking tickets. * Resolving first-level incidents remotely during initial contact (FCR: First Contact Resolution). * Appropriately escalating to second- and third-level engineers when necessary. * Documenting solutions and updating the knowledge base, issuing reports upon request. * Adhering to internal policies and guidelines (incidents, change control, networks/communications, security, etc.). * Meeting SLAs and service agreements. * Configuring meeting rooms and displays. * ITSM tracking using ticket management and workflow tools. * Windows 10/11 operating systems (installation, profiles, drivers, troubleshooting). * Microsoft 365 (Outlook/Teams/OneDrive) and basic identity/access management. * Basic network and connectivity services (IP, DNS, DHCP, VPN). * ITSM/ticket management tools. * Remote support (Microsoft Quick Assist) and organization-approved tools. * A/V in meeting rooms (enabling projection in meeting rooms; ClickShare). * ITIL best practices for incident management and escalation. **Desirable:** * ITIL 4 Foundation (incident management, escalation, and SLAs). * Microsoft MD-102 (Endpoint Administrator), MS-900 (Fundamentals), or SC-900 (Security, Compliance & Identity). * ClickShare fundamentals. * CompTIA A+ (entry-level standard for Field Services). (Required by client within 6 months or 1 year) **Offered:** * Salary based on experience (maximum net amount: $12,000.00) * 100% payroll-based compensation scheme. * Statutory benefits. * Immediate hiring. * An innovative and collaborative work environment. * Work model: Hybrid / Polanco. * Working hours: Coverage window for shift-based roles from 8:00 AM to 8:00 PM; weekend on-call availability on a rotating basis. Employment type: Full-time Salary: $11,000.00 – $12,000.00 per month Work location: Hybrid remote work at 11320, Anáhuac I Sección, CDMX