Service Desk Technician I
Powering Every Technology Experience.
Location: Mexico City, Mexico
Work Model: On-site
Employment Type: Full-time
Language: Conversational English (B2+) Required
Great Technology Starts with Great Support
Behind every productive workday is someone making sure technology simply works.
Every resolved issue, every answered question, and every positive support experience allows thousands of associates to stay focused on what matters most.
If you enjoy helping people, solving technical challenges, and delivering exceptional service through technology, this could be the opportunity you have been looking for.
At Sonepar, we are not simply looking for someone to resolve IT tickets. We are looking for someone who wants to grow, make an impact, and become a trusted technology partner for associates across the organization.
Who is Sonepar?
Sonepar is a global leader in the distribution of electrical products, solutions, and related services. With operations in 40 countries, more than 46,000 associates, 180 distribution centers, and over 2,400 branches worldwide, we connect our customers with innovative, efficient, and sustainable solutions.
At Sonepar, we are driven by operational excellence, digital transformation, and the continuous development of our people. Joining our team means becoming part of a dynamic, global organization where your work has a meaningful impact on our business and on the experience of our employees.
Why This Opportunity?
As a Service Desk Technician I, you will be the first point of contact for associates seeking technical assistance, helping them stay productive while delivering an outstanding support experience.
This opportunity is more than troubleshooting technology. It is an opportunity to build relationships, strengthen your technical expertise, improve user experiences, and contribute to a service culture that values responsiveness, collaboration, and continuous improvement.
You will work with a wide variety of technologies while partnering with experienced IT professionals who are committed to delivering reliable, high-quality support across the organization.
Because your next opportunity is not just about what you know today—it is about the impact you can make and where you can grow tomorrow.
What You'll Do
As a Service Desk Technician I, you will help deliver exceptional IT support by:
- Serving as the first point of contact for associates seeking technical or application assistance through phone, email, chat, and other support channels.
- Diagnosing, troubleshooting, and resolving hardware, software, operating system, and application issues.
- Providing clear guidance and recommendations that help users resolve technical issues quickly and effectively.
- Supporting desktop operating systems, virtual desktops, proprietary software, mobile devices, printers, and other end-user technologies.
- Assisting with Identity and Access Management (IAM) activities, including user access requests and password support.
- Escalating complex technical issues to higher-level support teams while ensuring effective communication and follow-up.
- Documenting incidents, service requests, troubleshooting activities, and resolutions within the service management platform.
- Monitoring support requests from initial intake through successful resolution while meeting established service levels.
- Collaborating with teammates to ensure timely issue resolution and an outstanding customer experience.
- Contributing to the development of knowledge base articles and technical documentation that improve future support.
- Identifying opportunities to enhance service quality, operational efficiency, and support processes.
- Continuously expanding your technical expertise while learning new technologies that support business innovation.
What Will Help You Thrive
You will thrive in this role if you enjoy helping others, solving technical challenges, and delivering exceptional customer experiences.
We would love to meet you if you bring:
- An Associate's degree, Bachelor's degree, or equivalent experience in Information Technology, Computer Science, or a related field.
- Experience supporting desktop environments, software applications, hardware, and end-user technologies.
- Knowledge of incident management processes and service desk best practices.
- Experience working with ticket management systems and IT support tools.
- Familiarity with desktop operating systems, virtual desktop environments, mobile operating systems, printers, and troubleshooting methodologies.
- Strong analytical and problem-solving skills with exceptional attention to detail.
- Excellent communication, active listening, and interpersonal skills with a customer-first mindset.
- Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
- The ability to adapt quickly to new technologies, business needs, and evolving priorities.
- A collaborative attitude with a passion for continuous learning and improvement.
- Conversational English (B2+) and Spanish proficiency. French is a plus.
- A+ Certification and ITIL Certification are considered a plus.
Above all, we are looking for someone who is curious, proactive, adaptable, and motivated to challenge the status quo while continuously learning and growing.
Grow With Us
At Sonepar, we believe great careers are built through learning, collaboration, and the courage to embrace new challenges.
When you join our team, you will find:
- Opportunities to continuously develop your technical and professional skills.
- Exposure to enterprise technologies, modern IT support practices, and global service operations.
- Meaningful challenges that strengthen your troubleshooting, communication, and customer service expertise.
- A collaborative environment where your ideas are welcomed and your contributions matter.
- The opportunity to support associates across the organization while making a direct impact on their daily experience.
- A company committed to helping its people develop their potential and build long-term careers.
We are committed to helping you grow—not only within your current position, but throughout your career.
Diversity & Inclusion
At Sonepar, we foster a diverse, inclusive, and respectful workplace. We value differences and believe every individual brings a unique perspective that strengthens the way we work, collaborate, and innovate.
All qualified applicants will receive consideration for employment without regard to gender, age, sexual orientation, gender identity or expression, disability, race, ethnicity, religion, nationality, or any other characteristic protected by applicable law.
Ready to Build What's Next?
Your experience matters.
Your ideas matter.
Your potential matters.
If you are ready to learn, grow, and make an impact through technology and exceptional service, we would love to hear from you.
Join Sonepar. Powered by Difference.
Sueldo: $25,000.00 - $35,000.00 al mes
Beneficios:
- Programa de referidos
- Seguro de gastos médicos mayores
- Seguro de vida
- Vales de despensa
Lugar de trabajo: Empleo presencial
