IT System Support Engineer

BayWa r.e. Americas Projects & Services

IT System Support Engineer

Monterrey, Mexico – Hybrid

Job Type: Full-time, Salary

Reports to: Senior IT & Cybersecurity Manager

About Us:

We are BayWa r.e. Americas Projects & Services, a leading developer of utility-scale renewable energy. We are also an in-house and third-party operations and services provider, offering 24/7/365 monitoring from our headquarters in Irvine, CA. Our team consists of 300 highly motivated experts across the United States and Mexico. Since first entering the North American market in 2014, we have brought over 1.5 GW online and are currently managing 2 GW of assets. Our development pipeline is currently 15GW in North America alone and continues to grow at an impressive pace.

Our mission is to deliver reliable and affordable energy across the Americas. We value long-term partnerships and actively collaborate with local communities and organizations to fund workforce development, support disaster relief efforts, and incorporate sustainability and biodiversity into our projects.

BayWa r.e. Americas Projects & Services is a subsidiary of BayWa r.e., a major player in renewable energy. BayWa r.e. has a global team of 5,400 members, operations in 34 countries, a development pipeline exceeding 30 GW, and over 10 GW in assets under management.

Our shareholders are BayWa AG, a $28.5 billion international group known for its diversified operations in agriculture, energy, and construction; and Energy Infrastructure Partners, a renowned leader in energy infrastructure investment managing over $7.5 billion from global investors.

Purpose:

BayWa r.e. Americas’ Information Technology department is seeking a reliable and skilled IT System Support Engineer to join our growing team in the Americas. The IT Systems Support Engineer plays a critical role in providing comprehensive technical support and ensuring high quality user experience and the smooth operation of computer systems, peripherals. This position primarily focuses on Level 1 support with software suites (i.e. Microsoft O365, Adobe, etc.) and specialized Level 2 support.

Responsibilities we will trust you with:

Success in this role involves:

User Support:

• Respond promptly and empathetically to user inquiries and requests for IT related assistance.
• Identify, research, and resolve technical problems for software and hardware issues.
• Provide Level 1 support for Windows 10/11 and macOS operating systems and business application software.
• Provide support and assistance for the staff with setup, configuration, troubleshooting, and repair of desktops, laptops, print devices, mobile devices, and peripherals.
• Assist with Audio Visual conferencing, high profile presentation setups and some offsite events for attorneys and clients.
• Provide comprehensive end-user training on the use of hardware and software, with an emphasis on accommodating diverse learning styles and needs.

IT Equipment Management:

• Responsible for imaging and configuration, ordering, preparing, packaging, and administering IT equipment to hybrid/remote employees.
• Responsible for minor repairs, cleaning, and maintenance IT equipment.
• Support the physical IT asset lifecycle with deployment, upgrade and decommission of IT equipment while maintaining the accuracy of the asset database.

Technical Support Coordination:

• Act as local point of contact for all technical support needs in assigned regional location(s); liaise with corporate headquarter IT team and management on assigned office technical support needs.
• Document, track, and monitor problems in a ticketing system.
• Process incoming tickets for service requests and incidents in a timely and effective fashion; dispatching and escalating incidents and service requests as needed.
• Exchange best practices and information about disruptive processes within IT.
• Mobile Device Management:
• Deploy and manage mobile devices from the manufacturer (Apple).
• Work directly with mobile carriers as necessary.

Collaboration and Administrative Tasks:

• Partnering with other departments and teams in the execution of administrative tasks as well as IT projects.
• Other duties as assigned.

Travel Requirement:

• Flexibility and ability to travel within the U.S. and Mexico as needed is required.

Your areas of knowledge and expertise:

The ideal candidate demonstrates:

Technical Knowledge:

• Bachelor's degree in Information Technology or related field preferred.
• 2+ years of experience in support roles preferred.
• Operating Systems and Software: Proficiency in Windows 10/11 and macOS operating systems, as well as business application software.
• Hardware Troubleshooting: Ability to diagnose and resolve technical problems related to hardware issues.
• IT Equipment Management: Understanding of imaging, configuration, ordering, packaging, and administering IT equipment. Experience with deployment, upgrades, and decommissioning of IT equipment.
• Mobile Device Management: Familiarity with deploying and managing mobile devices, particularly those from Apple, and working with mobile carriers.
• Technical Support Coordination: Experience in documenting, tracking, and monitoring problems in a ticketing system. Ability to process incoming tickets for service requests and incidents, dispatching and escalating them as needed.

Soft Skills:

• Communication: Excellent communication and interpersonal skills, both verbal and written, to respond promptly and empathetically to user inquiries. Ability to effectively communicate technical information to non-technical users. Ability to effectively communicate with internal end users, senior management and external service providers.
• Customer Service: Strong customer service orientation with a focus on providing support and assistance to users.
• Problem-Solving: Strong problem-solving skills to identify, research, and resolve technical issues.
• Empathy: Ability to understand and empathize with users' technical difficulties and frustrations.
• Organization: Highly organized with the ability to manage multiple tasks and prioritize effectively.
• Teamwork: Ability to collaborate effectively with other departments and teams, as well as work independently when necessary.
• Adaptability: Flexibility to adapt to changing technology and work environments, including hybrid work setups.
• Attention to Detail: Meticulous attention to detail, especially in maintaining accurate inventory records and following IT asset lifecycle procedures.
• Training and Education: Capability to provide comprehensive end-user training on hardware and software, accommodating diverse learning styles and needs.
• Cultural Sensitivity: Awareness and sensitivity to diverse cultural backgrounds, especially in a multinational setting like the U.S. and Mexico.
• Strong Self-Starter: Demonstrated ability to take initiative, work independently, and proactively address tasks and challenges.

What we are ready to offer you:

• Total compensation package dependent upon a number of factors, including candidate’s professional experience, candidate’s skills, position’s seniority level, department’s hiring budget, and position’s location.
• The salary range for this role is MXN $485,000 to $605,000.
• Competitive annual bonus target based on individual and company performance.
• Benefits above the law
• 30 day Christmas Bonus
• 15 days of vacation since start day
• Pantry Card (Vales de despensa)
• Savings fund (Fondo de ahorro)
• Health and Medical insurance for employee and beneficiaries
• 4 additional holidays
• Employee assistance program
• A diverse and inclusive global team with a strong culture focusing on employee health and wellbeing.
• The possibility to make a positive contribution to our planet and use your world class marketing knowledge to set new standards in Renewable Energy.