Information Technology Support Engineer

About Persistent:
We are an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what’s next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world, including 20 Fortune 50 companies and 4 of the 5 top banks in both the US and India, and numerous innovators across the healthcare ecosystem.
Our disruptor’s mindset, commitment to client success, and agility to thrive in the dynamic environment have enabled us to sustain our growth momentum. Persistent has been recognized across top industry platforms for innovation, leadership, and inclusion. We have delivered 24 sequential quarters of growth with $436.5M in Q4 FY26 revenue, up 17.4% Y-o-Y growth. Our 26,500+ global team members, located in 18 countries, have been instrumental in helping the market leaders transform their industries. We won the 2025 ISG Star of Excellence™ Award for AI and Data Excellence and were named a Leader in the Everest Group Talent Readiness for Next-generation Data, Analytics and AI Services PEAK Matrix® Assessment 2025.

About The Role
We are seeking a proactive and customer-focused IT Support Engineer to serve as the primary onsite IT resource for our Mexico office.
This role is responsible for delivering end-to-end end-user support, managing the lifecycle of IT assets, supporting workplace technology, maintaining office infrastructure, and partnering with global IT teams to ensure compliance with enterprise standards.
The ideal candidate combines strong technical troubleshooting skills with hands-on experience in endpoint management, device provisioning, Windows administration, and infrastructure support. This individual will play a key role in ensuring employees have a seamless and productive technology experience while maintaining operational excellence across the local office.
Role: IT Support EngineerLocation: GuadalajaraMode of work: OnsiteExperience: 3+ Years of ExperienceJob Type: Full Time Employee

What You'll Do:
End-User Support & Device ManagementProvide onsite technical support for employees, resolving hardware, software, operating system, network, and connectivity issues.Manage and resolve technical incidents and service requests within established SLA targets.Deliver exceptional customer service while ensuring timely communication and issue resolution.Support Microsoft 365 applications, collaboration tools, and workplace technologies.Laptop Lifecycle & Asset ManagementPrepare, configure, deploy, and support laptops for new hires.Install, image, reimage, and provision Windows devices according to corporate standards.Deploy standard operating system images, security configurations, drivers, and required software packages.Coordinate laptop replacements, repairs, warranty services, and hardware refresh activities.Manage employee offboarding activities, including asset recovery and equipment collection.Maintain accurate inventory records of laptops, peripherals, and IT assets.Coordinate hardware procurement and vendor support activities.Endpoint Management & SecuritySupport enterprise endpoint management platforms, including: Microsoft Intune, Autopilot, SCCM / Configuration ManagerPerform device enrollment, provisioning, configuration, and compliance activities.Assist with endpoint security, patching, software deployment, and policy enforcement.Support Active Directory and identity-related troubleshooting.Office Infrastructure SupportEnsure office Wi-Fi, network connectivity, printers, and workplace technology operate efficiently.Support local servers, network equipment, and onsite infrastructure.Coordinate with global IT teams and vendors regarding infrastructure maintenance and issue resolution.Support conference room technologies and office collaboration systems.IT Operations & Continuous ImprovementPerform root cause analysis for recurring issues and implement preventive solutions.Create and maintain technical documentation, support procedures, inventory records, and knowledge base articles.Participate in change management activities and support approved infrastructure changes.Monitor support queues and prioritize incidents appropriately.Identify opportunities for automation and operational efficiency improvements.Provide technical guidance and knowledge sharing to end users and support teams.

Expertise You'll Bring:
3+ years of experience in IT Support, Desktop Support, IT Operations, or End User Computing roles.Hands-on experience with: Windows 10 and Windows 11 administration, laptop imaging and reimaging, endpoint provisioning and deployment, Microsoft 365 administration, Active Directory, Microsoft Intune, SCCM / Configuration Manager, Windows Autopilot.Experience managing hardware inventory and device lifecycle processes.Experience troubleshooting: Hardware and laptops, operating systems, Network and Wi-Fi connectivity, endpoint compliance and security issues. Experience working with ticketing systems and SLA-driven support environments.Strong technical documentation skills.Basic understanding of networking, servers, and workplace infrastructure.

Desired Soft SkillsStrong customer-service mindset.Excellent communication and interpersonal skills.High level of ownership and accountability.Problem-solving and troubleshooting abilities.Adaptability and continuous learning mindset.

Benefits:
30 days Christmas bonus (Aguinaldo)13% Saving fund, capped to the law limit.12% Grocery coupons, capped to the law limit.12 vacation days first year + 6 floating days – number of vacation days increase according to seniority.Annual performance evaluation with rewards and recognitions.Up to USD 200 pre-approved annually for certifications relevant to the employee’s role.Free courses available at internal platforms.Major medical insurance (Spouse and children Included)Minor medical insurance (Spouse and children Included)Dental Insurance (Spouse and children Included)Visual Insurance (Spouse and children Included)Life insurance.Preferential price on car insurance (car fleet).
Our company fosters a values-driven and people-centric work environment that enables our employees to:
Accelerate growth, both professionally and personally.Impact the world in powerful, positive ways, using the latest technologies.Enjoy collaborative innovation, with diversity and work-life wellbeing at the core.Unlock global opportunities to work and learn with the industry’s best.
Let’s unleash your full potential at Persistent - persistent.com/careers