It service desk engineer - it field supportare 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 responsibilitiesincident response (servicenow incidents):monitor, triage, and resolve incoming servicenow incidents related to:software installations/uninstallslicensing and access issues for enterprise systemsendpoint troubleshooting, security agents, and configuration fixes (including microsoft and registry / system updates)backup issues and antivirus installationsandroid tablets or ipads/iphones troubleshooting, configuration, application deployment, and mdm (mobile device management) or jamf managementandroid or ios application support including installation, permissions, profile management, and enterprise applications configuration, specifically in ipads/iphones or tablets.iphone/ipad/laptop provisioning and replacementperipheral 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 requestsmaintain 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 devicesperform comprehensive triage on hardware requests before escalating to level 2supporting employee onboarding/offboarding by provisioning accessvdi (virtual desktop infrastructure) setup and access for contingent workersmanaging 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 notescore competenciesremote troubleshooting: efficiently resolve endpoint and application issues using remote access toolsservice delivery: manages both incidents and catalog tasks in servicenow with accuracy and accountabilitycustomer focus: provides empathetic, professional communication with end users.documentation: maintains complete, compliant records of support activitiescollaboration: coordinates with it peers and vendors to ensure timely fulfillmentcompliance:maintain compliance with gxp, hipaa, and sox requirements in it operationsadherence to it sop's, work instructions and proceduresrequired qualifications1-3 years in an it help desk or desktop support rolehands-on experience providing it support for android or ios mobile devices in a managed corporate environment.experience managing applications on android tablets or 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 providing hands-on support for custom-built applications deployed on android tablets or ipads.excellent verbal and written communication skillsbest in class customer service mindsetability to follow structured workflows, checklists, and documentationhighly organized with attention to detailexcellent remote problem-solving skillsenglish language proficiency level of either: cefr c1 / toeic 900+ / ielts 7.0+preferred qualificationsexperience in biotech, pharmaceutical, or regulated industry environments.familiarity with enterprise apps workday, concur, and veeva vaultcomptia a+, network+, or microsoft 365 endpoint administrator certificationwork environmentoffice based in tijuana, supporting hybrid teams across office, lab, r&d and field environmentsoccasional after-hours support may be required for urgent incidents or critical deploymentsticket-based workload managed via servicenow and internal comms toolsteam 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 psttijuana-based candidates: hybrid work model (2–3 days per week onsite).