Ingeniero de Soporte Técnico de campo (Presencial en Guadalajara)

    • Job ID: 51594457
    • Location: Guadalajara, Mexico
  • Category: IT Infrastructure Management & Support
  • Employment Type: Full time

Job Description:

** Ingeniero de Soporte Técnico de Campo en Sitio **

 

Acerca de DXC

DXC ayuda a empresas globales a ejecutar sus sistemas y operaciones críticos para la misión mientras moderniza IT, optimiza arquitecturas de datos y garantiza seguridad y escalabilidad en nubes públicas, privadas e híbridas. Nuestras 125,000+ personas en 70+ países entregan tecnologías transformadoras para garantizar éxito, seguridad y bienestar para empresas en todo el mundo. Obtenga más información sobre cómo entregamos excelencia para nuestros clientes y colegas en dxc.com.

 

Acerca del Puesto

El Ingeniero de campo brinda soporte técnico en sitio (onsite) a los usuarios finales, atendiendo incidentes y solicitudes de hardware dentro de los SLA contractuales establecidos. Esta posición es clave para garantizar la continuidad operativa de los usuarios del cliente, asegurando que los equipos, dispositivos y periféricos funcionen correctamente y que los registros de activos y tickets se mantengan actualizados y precisos.

 

En el día a día, esta persona realiza instalaciones, reinstalaciones, mantenimiento y reparaciones en los equipos de los clientes, da soporte a entornos de trabajo conectados a la nube y garantiza el cumplimiento de los estándares de seguridad. Su desempeño impacta directamente en la satisfacción del cliente, el tiempo de resolución (TTR) y la calidad de la documentación operativa, además de aportar información valiosa para los equipos de análisis de problemas, automatización y mejora continua.

 

Funciones Esenciales del Puesto:

  • Brindar el primer contacto de respuesta con el usuario final dentro del SLA de respuesta inicial.

  • Registrar actualizaciones precisas y oportunas en la herramienta de tickets.

  • Ejecutar las solicitudes de los usuarios dentro del tiempo del SLA contractual.

  • Realizar instalaciones, reinstalaciones, mantenimiento y reparaciones en los equipos de los clientes.

  • Verificar y asegurar el correcto funcionamiento de dispositivos y periféricos.

  • Mantener actualizados los registros de activos principales (parent asset records).

  • Dar soporte a entornos de trabajo conectados a la nube.

  • Garantizar el cumplimiento de los estándares de seguridad establecidos.

  • Proveer información para el análisis de problemas, iniciativas de mejora continua y el equipo de automatización y CSI.

  • Elaborar documentación operativa precisa.

 

Requisitos Básicos:

  • Experiencia en Field Support / Onsite Support.

  • Contar con transporte para trasladarse a los diferentes sitios del cliente.

  • Conocimiento de Hardware Break & Fix.

  • Experiencia en servicios IMACD (Install, Move, Add, Change & Disposal).

  • Conocimientos básicos de troubleshooting de redes.

  • Conocimiento de soporte a desktops, laptops, impresoras y periféricos.

  • Conocimiento de entornos Cloud (Azure / AWS / GCP) asociados a servicios de soporte de escritorio moderno e infraestructura de usuario final.

  • Experiencia con herramientas ITSM / ticketing.

  • Capacidad para trabajar bajo compromisos de SLA y TTR.

  • Conocimiento de ITIL y de procesos de Incident Management.

  • Fuerte orientación al servicio al cliente y al soporte al usuario final.

  • Excelentes habilidades de comunicación e interpersonales.

  • Capacidad para trabajar bajo presión y manejar situaciones urgentes.

  • Enfoque en excelencia de servicio y experiencia del cliente.

 

Modalidad: 100% Presencial en Guadalajara

¿Por qué DXC? / Vida en DXC

DXC fomenta una cultura de inclusión, aprendizaje y responsabilidad corporativa. Ofrecemos beneficios competitivos, incluyendo cobertura de salud, dental y visión, programas de bienestar, planes de ahorro para la jubilación, días festivos pagados, y más. Conozca nuestros valores y ética en https://dxc.com/us/en/about-us/corporate-responsibility.

 

En DXC Technology, creemos que las conexiones sólidas y la comunidad son clave para nuestro éxito. Nuestro modelo de trabajo prioriza la colaboración presencial mientras ofrece flexibilidad para apoyar el bienestar, la productividad, los estilos de trabajo individual y las circunstancias personales. Nos comprometemos a fomentar un entorno inclusivo donde todos puedan prosperar.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.

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Our Talent Acquisition team will carefully review your application and compare your background and qualifications with the requirements of the position. If there is a strong fit, we will contact you to schedule an interview.

Hiring timelines vary depending on the role, location, and volume of applications. We move through the process as efficiently as possible while ensuring a thoughtful and thorough experience for both candidates and hiring teams. You will be kept informed at key stages throughout the process.

Yes – we use AI to help make parts of our hiring process faster and more consistent for candidates. For example, AI can support the initial review of applications by highlighting how your skills and experience match the role. That said, AI is only used as a support tool – it doesn’t make decisions about who gets hired. Every application is reviewed by our recruiters and hiring teams, and all final decisions are made by people.

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Our interviews are designed to help us better understand your experience, skills, and motivations, as well as how you approach real-world situations. You can expect a combination of role-specific, behavioral, and situational questions. There will also be time for you to share examples from your experience and ask questions to learn more about the role and our culture.

Here are some excellent ways to help you prepare for your interview at DXC:

  • Come ready with a strong understanding of DXC by researching our website, LinkedIn page, and more.
  • Refresh yourself on the position you’ve applied for by reviewing the job description.
  • Come with your own questions that you can ask the interviewer. It shows you care and helps give you more assurance of your fit at DXC.
  • For in-person interviews, prepare for traffic and other possible snags by allowing yourself plenty of time to arrive at the scheduled interview time – early, ideally.
  • Business casual attire is recommended.
  • Make sure you know who to ask for when you arrive.
  • Take your time to answer questions thoughtfully and thoroughly.
  • Feel free to ask for clarification on a question or for the question to be repeated if needed.
  • Be yourself. Show your personality, share your accomplishments, and tell us what you’re passionate about.

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