Desktop Support Technician L2

Desktop Support Technician L2

Job Location: Mexico City, Mexico

Location Type: Onsite

Company Overview: Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow.

Job Overview: This position will be working in the Polanco office Monday through Friday.

Responsibilities: Deploy and configure laptops and mobile devices, including cleaning, repair, replacement, and managing logistics. Perform software break/fix procedures. Activate roaming services for mobile devices. Provide timely updates to users utilizing the IT Service Management (ITSM) tool. Conduct workstation sweeps for maintenance and troubleshooting. Support IT Asset Management (ITAM) including storage administration, inventory, and management. Manage printers, including configuration, deployment, and troubleshooting. Support network and infrastructure operations as needed. Execute adds, moves, and changes (AMC) within IT infrastructure. Coordinate tech grab-and-go replenishment (restocking). Maintain loaner devices fleet ensuring availability and functionality. Maintain conference/meeting room AV systems to ensure they are operational. Perform physical IT-related tasks such as cabling, unboxing/boxing equipment, lifting, climbing ladders, and organizing storage. Handle hardware shipments and logistics. Be available to support additional IT-related activities as necessary. Mentor and provide support to junior technicians. Provide technical leadership within the support organization. Assess, prioritize, review, and assign IT support tickets to appropriate technicians; coordinate support resources efficiently. Operationally lead daily IT support efforts to ensure timely resolution of issues.

Qualifications: Minimum 3 years of experience as an IT Technician or in a similar technical support role. Proficiency in deploying and managing laptops, mobile devices, printers, and associated software. Experience with IT Asset Management and ITSM tools. Strong troubleshooting, hardware repair, and maintenance skills. Ability to perform physical IT-related tasks safely and efficiently. Excellent communication skills, with a user-focused approach to support. Demonstrated ability to mentor junior staff and lead support teams. Fluent in Spanish and English preferred.

Additional Information: Flexibility to participate in extra IT activities and support tasks as needed.

Compensation: Estimated Pay Range: Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion: At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success. Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees. We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.