It service desk engineer - it field support
are you ready to join a rapidly expanding it field support with a clear and ambitious vision: to empower people through secure, seamless technology ?
in this role, you will be responsible for initial triage and first-contact resolution for all it inquiries, helping ensure our employees receive fast, high-quality support. Delivering an exceptional employee experience is central to who we are, and fostering a sense of belonging is core to our team’s values.
if you are energized by the opportunity to work with a collaborative, forward-thinking group of it professionals—and you are passionate about enabling others through technology—we invite you to apply.
the level 1 remote service desk it support technician provides first-line technical assistance for incidents and catalog tasks submitted through servicenow. This role supports both day-to-day troubleshooting (e.g., software, access, endpoint issues) and fulfillment requests (e.g., license assignments and access group management), with strong focus on supporting ipads, iphones and mobile devices, and business-critical applications in a managed enterprise environment.
working remotely, the technician leverages teamviewer and intune to deliver responsive, customer-focused support while maintaining documentation and compliance in a regulated biotech environment. The role requires hands-on experience providing remote configuration, troubleshooting, provisioning, and lifecycle support for ios mobile devices and enterprise applications .
key responsibilities
incident response (servicenow incidents):
* monitor, triage, and resolve incoming servicenow incidents related to:
* software installations/uninstalls
* licensing and access issues for enterprise systems
* endpoint troubleshooting, security agents, and configuration fixes (including microsoft and registry / system updates)
* backup issues and antivirus installations
* ipads/iphones troubleshooting, configuration, application deployment, and mdm (mobile device management) or jamf management
* ios application support including installation, permissions, profile management, and enterprise applications configuration, specifically in ipads/iphones or tablets.
* iphone/ipad/laptop provisioning and replacement
* peripheral requests (chargers, jetpacks, headphones, etc.)
* remotely connect to user devices via teamviewer for problem resolution and software configuration.
* coordinate with shipping teams and warehouses to fulfill hardware requests
* maintain detailed documentation in servicenow and escalate complex incidents to tier 2 or system admins – 50% fcr (first call resolution)
catalog task fulfillment (service requests):
* complete servicenow catalog tasks such as:
* installing and assigning licensed software (adobe, chemdraw, office, etc.).
* managing enterprise applications or custom-built corporate applications on ios mobile devices and other managed devices
* perform comprehensive triage on hardware requests before escalating to level 2
* supporting employee onboarding/offboarding by provisioning access
* vdi (virtual desktop infrastructure) setup and access for contingent workers
* managing leave of absence of requests via enabling and disabling account and device access.
* ensure all requests are completed within defined slas and properly closed in servicenow with resolution notes
core competencies
* remote troubleshooting: efficiently resolve endpoint and application issues using remote access tools
* service delivery: manages both incidents and catalog tasks in servicenow with accuracy and accountability
* customer focus: provides empathetic, professional communication with end users.
* documentation: maintains complete, compliant records of support activities
* collaboration: coordinates with it peers and vendors to ensure timely fulfillment
* compliance:
* maintain compliance with gxp, hipaa, and sox requirements in it operations
* adherence to it sop’s, work instructions and procedures
required qualifications
* 1-3 years in an it help desk or desktop support role
* hands-on experience providing it support for ios mobile devices in a managed corporate environment
* experience managing applications on ipads/iphones via microsoft intune or other mdm platforms
* experience with servicenow, microsoft intune, office 365 applications, quick assist and teamviewer
* strong troubleshooting skills
* experience supporting ios devices
* experience providing hands-on support for custom-built applications deployed on ipads.
* excellent verbal and written communication skills
* best in class customer service mindset
* ability to follow structured workflows, checklists, and documentation
* highly organized with attention to detail
* excellent remote problem-solving skills
* english language proficiency level of either: cefr c1 / toeic 900+ / ielts 7.0+
preferred qualifications
* experience in biotech, pharmaceutical, or regulated industry environments.
* familiarity with enterprise apps workday, concur, and veeva vault
* comptia a+, network+, or microsoft 365 endpoint administrator certification
work environment
* office based in tijuana, supporting hybrid teams across office, lab, r&d and field environments
* occasional after-hours support may be required for urgent incidents or critical deployments
* ticket-based workload managed via servicenow and internal comms tools
* team will be required to cover the following days / hours; monday to friday following core us holidays 8 am - 5 pm or 9 am -6 pm pst
* tijuana-based candidates: hybrid work model (2–3 days per week onsite).