Level 1 IT Support Engineer (Field-Based)

About the Engagement Mobiz is seeking an experienced IT support professional to provide on-site technical support services at a client's manufacturing facility in Tampico, Tamaulipas. The successful contractor will serve as the local hands-and-eyes resource, performing desktop support, device deployment, troubleshooting, asset management, and user assistance while coordinating with remote support teams as needed.

If you're a solution-driven IT professional who enjoys problem-solving and supporting users face-to-face, we'd love to hear from you.

What You’ll Do

• Troubleshoot and repair hardware issues (PCs, printers, scanners, webcams, etc.)
• Install and configure operating systems (Windows/macOS) and standard business applications
• Set up and deploy new workstations, laptops, and mobile devices
• Troubleshoot basic network connectivity issues (wired and wireless)
• Assist with patching and cabling in data closets as needed
• Support workstation moves, equipment relocations, and hardware upgrades
• Maintain accurate records of physical assets and support documentation
• Deliver excellent customer service and maintain professionalism during all on-site interactions

What You’ll Deliver

• Timely resolution of incident and service request tickets
• Updated IT asset records and inventory
• Clear documentation of support activities
• Prompt issue escalation to Level 2 or 3 support as needed
• Professional and responsive support provided to client users and stakeholders

Service Expectations

• High percentage of issues resolved during the initial support interaction
• Timely completion of all assigned service tickets
• Effective communication and follow-through with client users and support teams
• Accurate documentation of IT assets and work performed
• Timely response to on-site support needs
• Strong collaboration with remote support and infrastructure teams

What You’ll Bring

Technical Skills

• Proficiency with Windows 10/11 and basic macOS
• Strong understanding of PC components, peripherals, and basic networking (TCP/IP, DNS, DHCP)
• Experience with Microsoft 365 (Outlook, Teams, OneDrive)
• Competency in remote support tools (e.g., TeamViewer, Microsoft RDP)
• Familiarity with ITSM platforms (e.g., ServiceNow, Jira, Zendesk)

Soft Skills

• Excellent communication and customer service
• Strong time management and problem-solving abilities
• Adaptability, initiative, and attention to detail
• Ability to independently prioritize support activities and manage ticket workload
• Ability to work with minimal supervision while adhering to documented support procedures and site requirements
• Strong safety awareness
  

Qualifications

• Required: Secondary education, technical diploma, vocational training, or equivalent experience.  
• Language Requirements
  • Professional English communication skills, both written and verbal (required)
  • Fluent Spanish (required)
• Preferred:
  Technical degree, university degree, or equivalent professional experience in Information Technology, Computer Systems, or a related field.
• Certifications (Highly Preferred):
  • CompTIA A+
  • Microsoft endpoint management or device administration certifications (e.g., Microsoft 365 Certified: Endpoint Administrator Associate)
    

Experience

• Minimum 3 years of experience in help desk, desktop support, or Level 1 IT field support.
• Experience supporting users in a multi-site, field service, or on-site IT support environment is strongly preferred.
• Experience providing on-site IT support within manufacturing, industrial, chemical, energy, or production environments is strongly preferred.
• Experience communicating technical information and supporting users in both Spanish and English is preferred.
• Demonstrated experience troubleshooting hardware, software, operating systems, network connectivity, and peripheral devices.
• Experience supporting Windows-based environments, including Microsoft 365, Active Directory or Microsoft Entra ID, and endpoint devices.
• Ability to independently diagnose and resolve technical issues, prioritize service requests, document work performed, and escalate complex issues appropriately.
• Experience following established security, safety, and site-access procedures in a client-facing environment.

Travel & Physical Requirements

• Valid driver's license and reliable transportation to and from the client site.
• Ability to comply with client safety, security, PPE, and facility-access requirements.
• Ability to perform work in office, warehouse, and industrial production environments.
• Ability to lift and transport IT equipment weighing up to 50 lbs (23 kg).
• Ability to crawl under desks, work in office and production environments, and safely use ladders or step ladders when required to access IT equipment, cabling, or infrastructure.

Engagement Type

• Independent contractor engagement
• Services performed on-site at the client's facility in Tampico, Tamaulipas
• Contractor must be legally authorized to provide services in Mexico
• Contractor is responsible for complying with applicable tax, registration, and business obligations associated with an independent contractor relationship
• Selected contractors must provide copies of applicable business registration, tax registration, and other supporting documentation evidencing their legal authorization to provide services in Mexico.

Engagement Overview

This engagement provides an opportunity to deliver on-site IT support services at a manufacturing facility, working alongside remote support and infrastructure teams to maintain operational continuity and end-user productivity.

This engagement requires access to a client's industrial facility. Contractors must satisfy all client-required safety, security, background screening, and drug-testing requirements as a condition of receiving and maintaining site access. Candidates who cannot meet these requirements should not apply.

Only candidates who meet the qualifications and requirements of the position will be contacted.