Client Service Analyst (IT)

TL;DR

Client Service Analyst (IT): Providing Level 1-3 technical support for computing devices and infrastructure with an accent on incident resolution, workstation management, and hardware troubleshooting. Focus on maintaining service level agreements (SLAs), supporting Windows-based environments, and managing enterprise software deployments.

Location: Mexico (On-site)

Company

hirify.global is a global leader in rotating equipment solutions, supplying engineered technologies and services to process industries.

What you will do

• Provide Level 1 remote and Level 2/3 on-site technical support for employees, including desktop support.
• Log and resolve incidents via the GSD tracking system, aiming for first-contact resolution.
• Manage the deployment, installation, and maintenance of PCs, laptops, and Windows 10/11 workstations.
• Support mobile devices (iOS/Android) and specialized manufacturing hardware such as handheld scanners and label printers.
• Monitor and ensure incident responses are handled within defined service level agreements (SLAs).
• Create and maintain technical documentation and support asset management for all customer service devices.

Requirements

• Bachelor’s degree in Computer Systems Engineering, IT, Telecommunications, or Computer Science.
• 2–3 years of experience in an IT service desk or customer service-focused environment.
• Proficiency with Windows 10/11, Microsoft O365 (Teams, Azure, Outlook), and LAN/WAN networking.
• Knowledge of ITIL service delivery processes.
• English: Intermediate level required.
• Location: Must be based in Mexico with availability to travel to other sites by car or plane.

Culture & Benefits

• Inclusive work environment with values grounded in equality and ethics.
• Commitment to diversity and inclusion regardless of background or identity.
• Strict policy against charging recruitment fees to candidates.