Overview**Job Title: Desk side Level 2****Job Location: Mexico City - Onsite - Miguel Hidalgo (Lago Alberto)*****- Knowledge of integrating ITSM solutions for automatic ticket creation and site services support- Should have a good understanding of the tools and technology landscape, current trends and applicability in the outsourcing environment- Knowledge of troubleshooting and resolving software issues; reimaging computers/hard drives- Administration experience of MS Active Directory users & groups, policies and management concepts- Knowledge of categorizing and prioritizing end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information- Business Skills:- Experience of Deskside Level 2 troubleshooting- Preferred if have experience in leading teams of 4-8 deskside engineers- Ability to interact with customers to ensure that the service is efficient and responsive- Provide SME support analytically to a successful conclusion- Ability to interact with cross functional teams of EUC to provide support on any due diligence required to perform the solutioning of the of field services/deskside support project architecture- A self-starter with ability to work on their own initiative- Qualification and Experience:- Diploma or Engineering degree along with MSCE or CNE qualification (desirable)- Minimum 3-5 years related field experience in End User support including VIP support- Installation and configuration - Desktop / laptop/ Printer/ Server/ Networks etc.- Substantial experience Desktop, Workstations, Notebooks and Printers management- Certified Windows Administration- Supporting Windows core technologies- Collaboration experience including remote control of PCs and video conferencing knowledge- Deliverables to include ensuring the proper levels of run and maintain support- Strong Microsoft Office skills (Outlook, Word, and Excel)- Thorough understanding of Outlook's calendaring tool- Understanding of Exchange functional accounts and how they are used within Microsoft technologies- Strong customer handling skills- Strong written and verbal communication skills (English language)- Must be detail oriented and self-motivating- Experience of managing and leading a geographically and culturally diverse team- Background security check is mandatory