IT Support Specialist

The IT Support Specialist will work as part of the Mexicali IT Team, providing on-site and remote IT support to Sonova business entities and users across Mexico. This role delivers supports local and cross-site IT projects, and ensures the effective delivery of IT services for multiple Group Companies.

The role is focused on delivering high-quality, user-centered IT support, enabling employees to resolve technical issues, adopt digital tools, and improve productivity, while ensuring compliance with IT standards, security policies, and corporate guidelines.

Key Responsibilities

• Serve as a primary point of contact for end-user technical support (hardware, software, networking, and collaboration tools).
• Promote and support the use of ServiceNow and offsite support channels (hot desk/chat).
• Participate in IT problem identification, process review, and process improvement initiatives.
• Gather technical requirements and translate business needs into IT solutions and recommendations.
• Ensure compliance with IT standards, policies, and security requirements.
• Install, configure, and maintain: Computers, laptops, mobile devices, and peripherals.
• Networks, cabling, file shares, and collaboration platforms
• Software applications, patches, and license management
• Support local application implementation and operations, including database engines.
• Monitor systems and support mission-critical applications and processes.
• Log, track, and document incidents and requests in the ticketing system.
• Analyze recurring issues and propose preventive solutions.
• Support onboarding of new employees with IT setup and system orientation.
• Coordinate with vendors and service providers regarding defective products and new services.
• Collaborate with Service Desk teams, third parties, and end users to resolve high-priority tickets.
• Participate in IT projects and continuous improvement initiatives.
• Perform physical IT tasks such as receiving, lifting, racking, cabling, and equipment installation.