Global IT Helpdesk Support Engineer.

Full-time, on-site position in Arteaga (Saltillo, Coah. Mx), for Weidmann Electrical Technology

Join our team where we accomplish great things TOGETHER.

Allow us to introduce ourselves…

We are a globally active family company whose sustainable and responsible actions contribute to improved living standards. We are an attractive employer with a value-oriented corporate culture based on trust, appreciation and continuous improvement.

Weidmann Electrical Technology has been at the heart of the global transformer industry for over 140 years. With deep rooted knowledge in the design, development and operation of transformers, Weidmann is a leading integrated solutions provider for specialized product and services in the energy sector.

The role…

The Global IT Helpdesk Support Engineer, support to internal users across the Americas Region. This position serves as the initial point of contact for IT and basic SAP-related requests, This position is part of a two-person IT Helpdesk call center and follows established schedules, workflows, and escalation procedures in accordance with company policies and applicable labor agreements.

How you’ll make an impact…

• Provide first-level IT support to end users via phone, ticketing system, and Microsoft Teams chat during assigned working hours
• Log, update, and maintain accurate IT helpdesk tickets in accordance with established procedures
• Receive, review, and triage incoming support requests, ensuring proper classification and prioritization
• Assist users with account access issues, including password resets for Active Directory, Office 365, VPN, Citrix, and SAP
• Provide basic troubleshooting support for end-user hardware and devices, including laptops, PCs, thin clients, printers, and peripherals
• Support common Microsoft 365 application issues (email, Teams, basic application access)
• Assist remote users with VPN connectivity, multi-factor authentication applications, and Citrix access
• Perform basic SAP support activities, including SAP password resets and assistance with standard SAP GUI interface navigation
• Process approved user account creation, modification, and deactivation requests submitted by the Human Resources department
• Resolve Level 1 issues within defined support guidelines and escalate unresolved or complex issues to Level 2 IT Desktop, Network, or SAP support teams
• Accurately document troubleshooting steps (high level) and relevant user information prior to ticket escalation
• Route tickets to the appropriate support teams and communicate status updates to users as required
• Inform users of known system outages and provide available estimated resolution times when applicable
• Use approved IT tools and standard troubleshooting techniques to support issue resolution
• Participate in assigned IT projects and operational tasks as required
• Support IT asset inventory tracking and compliance with software licensing policies
• Collaborate with other IT team members to ensure continuity of service
• Provide guidance to users when requests fall outside the scope of IT support

What do you bring…

• Basic knowledge of information technology concepts and enterprise resource planning system (SAP or other ERP systems preferred)
• Familiarity with Microsoft Active Directory and IT service management or ticketing systems
• Working knowledge of Microsoft M365 applications
• Basic understanding of VPN access, Citrix environments, and multi-factor authentication tools
• Strong customer service skills with clear verbal communication abilities
• Ability to follow documented procedures and escalation paths
• Ability to collect, document, and communicate technical information accurately
• Ability to work effectively as part of a small, team-based call center environment
• Attention to detail and ability to manage multiple tasks during assigned shifts
• Demonstrated problem-solving and analytical skills appropriate for Level 1 support
• Physical requirements include prolonged sitting, use of computer equipment, occasional inspection of cables, and light lifting of IT equipment
• Availability to travel to remote facilities when required
• Fluence English and Spanish languages are a must (other languages would be a plus!)

What do we offer?

• Competitive salary and Compensation package
• Health and life insurance.
• Diversity and inclusion programs
• Management position in a global company
• Career plan
• Atractive Variable Bonus System

We look forward to hearing from you soon!

TO APPLY: Please send your resume to the following email: fatima.samaniego@weidmann-group.com

At Weidmann we are committed to equal opportunities and growth for all talents. We are convinced that a diverse and inclusive work environment increases mutual understanding and innovation of our business.