IT Onsite Specialist GBC - Monterrey MX

Join the Global IT Operations team and play a key role in delivering high-quality IT services across our Global Business Center (GBC) and regional sites. Global IT Operations enables employees and business leaders through reliable technology, responsive support, and consistent service delivery across the organization.

We're looking for an experienced IT Onsite Specialist to serve as the technical anchor for our Global Business Center (GBC) and the broader region it supports. This is more than a traditional desktop support role — you'll deliver white-glove IT service to regional executives and VIP stakeholders, mentor technicians at satellite sites, and coordinate our third-party dispatch vendor for sites without dedicated coverage.

If you thrive on high-visibility work, enjoy solving problems, and want to be the go-to person for an entire region's IT Onsite operations, this role is built for you.

• Resolve Level 2–3 incidents and service requests across desktops, laptops, mobile devices, and meeting room technology
• Deliver concierge-level IT support to executives, senior leaders, and VIP visitors — including pre-validating tech for boardroom sessions and high-visibility events

• Serve as the technical reference point for dedicated technicians at satellite sites
• Review resolutions for quality and SLA consistency across the region
• Coach and mentor fellow technicians, and help standardize runbooks and best practices

• Coordinate and schedule third-party field technicians for sites without dedicated IT coverage
• Supervise remotely, and validate work quality
• Track vendor performance

• Maintain accurate asset records in ServiceNow CMDB, with special attention to executive equipment
• Handle onboarding/offboarding, including day-one readiness for senior leadership arrivals
• Support office moves, expansions, and regional IT projects

• Minimum 5 years of experience in IT support, desktop support, or a related enterprise IT environment.
• Strong hands-on knowledge of Windows, Microsoft 365, end-user hardware, mobile devices, peripherals, and meeting-room technologies.
• Working knowledge of networking fundamentals, endpoint management (e.g., Intune, SCCM, or Jamf), IT asset management, and enterprise IT infrastructure.
• Strong experience with ServiceNow or a similar ITSM platform, along with a solid understanding of ITIL practices.
• Experience supporting executives, senior leaders, or VIP stakeholders in a high-touch service environment.
• Experience coordinating technicians, multi-site IT operations, or third-party support vendors.
• Strong communication, problem-solving, prioritization, and escalation-management skills.
• Ability to mentor and guide technicians and influence others without formal management authority.
• High level of professionalism, discretion, customer focus, and accountability.
• Fluent English communication skills, plus business-level proficiency in the local language.
• Flexibility to work fully onsite at the GBC, with occasional travel to regional sites as required.