Mgr-IT Technician

Mexico·Mexico Citymid

Customer SupportIt Support Specialist

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Overview

JOB SUMMARY The IT Technician, CEC provides onsite and remote technical support for Customer Engagement Center operations, including end-user computing, hardware and peripherals, Windows systems,

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Customer SupportIt Support Specialist

JOB SUMMARY

The IT Technician, CEC provides onsite and remote technical support for Customer Engagement Center operations, including end-user computing, hardware and peripherals, Windows systems, connectivity, and physical-site technology. The position provides elevated technical support, supports hardware lifecycle activities, and partners with CEC Service Desk, Asset Management, Network, Security, Facilities, vendors, and other technology teams to maintain reliable CEC technology services.

Bachelor’s degree or equivalent combination of relevant education, technical training, certifications, and professional experience.
2+ years of Information Technology experience in desktop/endpoint support, hardware troubleshooting, or related technical support.
Working knowledge of Windows operating systems, PC hardware, peripherals, printers, basic networking/connectivity, and enterprise technology environments.
Experience troubleshooting hardware and software issues and working within an IT service-management and technical escalation environment.

End-User & Technical Support: Install, configure, maintain, troubleshoot, repair, and replace PCs, laptops, peripherals, printers, software, and related CEC technology. Provide elevated troubleshooting and onsite support for issues requiring escalation beyond initial Service Desk support.

Hardware & Asset Lifecycle: Support hardware deployment, imaging, break/fix, replacement, refresh, inventory, recovery, and disposition activities.

Infrastructure & Smart Hands Support: Provide onsite assistance for CEC technology infrastructure, including physical support of network equipment, connectivity, cabling, device installation/replacement, and IDF/MDF-related activities in coordination with Network, Facilities, vendors, and other specialized teams.

Incident & Escalation Management: Own assigned incidents and service requests through resolution, maintain appropriate documentation, and coordinate complex technical issues across Service Desk, Network, Security, Asset Management, Facilities, vendors, and other resolver teams.

CEC Operational Support: Support technology implementations, site changes, business events, audits, infrastructure validation, and planned after-hours technical activities as required to maintain CEC operations. Documented onsite work includes imaging infrastructure, network-switch validation, IDF support, and major CEC business-event support.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.