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Internal Application: Infrastructure and Service Desk Lead

Information Technology | México | Full Time

Job Description

Element Fleet Management is a world leader in fleet management that provides world-class management services and financing for vehicle fleet and commercial equipment. Our fleet or package management services span the entire life cycle, from acquisition and financing to program management and remarketing, helping customers optimize performance and improve productivity.  

Area: Information Technology
City: Mexico City  


Job Description:

Subject matter expert on current and future server technology. Final point of escalation and lead for all server and networking solutions in all Mexico locations, assisting the IT Director to implement the technology platform according to IT US Infrastructure solutions and requests.

This role is accountable for all client facing collaboration and Infrastructure services, this includes Office 365 services, Active Directory, Azure AD. Management of 3rd party vendors, and escalation point for troubleshooting and problem management for tickets escalated from the Service Desk.



  • Configure and install Element domain image to computer equipment and peripherals under Element standards and processes.

  • Provide onsite and remote support to Mexico users for computer related issues.

  • Ensure proper recording, documentation, and closure.

  • Tracking, routing and redirecting problems to correct resources.

  • Configure and install software, servers, routers and other network devices.

  • Monitor network performance and integrity, troubleshooting network problems and outages. Collaborating with US Element network architects for network upgrades and optimization.

  • Give Support to Site assets by ensuring high network availability.

  • Secure network systems by establishing and enforcing policies and defining and monitoring access.

  • In collaboration with IT US, configure routing and switching equipment, hosted IP voice services and firewalls.

  • Provide leadership and supervision to the members of the IT Mexico Service Desk team, ensuring that appropriate skilled resources are in place to meet required service levels.

  • Direct involvement in incidents or problems (irrespective of priority) that cause service impact and acts as escalation point for incidents not being resolved in a timely manner.

  • Provide Citrix and VM support.

  • Provide CISCO Switches, Firewall and Routers support and administration.

  • Implement policies/standards for managing internal infrastructure, including network, access rights, desktops, servers, internal applications

  • Responsible for overall system and infrastructure availability and develop a backup infrastructure to reduce failures

  • Monitor network performance and integrity, troubleshooting network problems and outages. Collaborating with US Element network architects for network upgrades and optimization.

  • Monitor and evaluates the efficiency and effectiveness of infrastructure service delivery methods and procedures.

 Requirements and Skills:

  • Bachelor’s Degree in Information Technology, Computer Science or equivalent,

  • 3 years of appropriate experience supporting IT infrastructure and service delivery,

  • Good understanding of Server & desktop hardware/ operating systems, networks, firewalls and load balancers, telecoms, etc.,

  • Experience configuring CISCO switches and routers,

  • Strong customer orientated approach with a delivery bias,

  • Ability to prioritize and allocate resource/effort appropriately,

  • Experience of working with 3rd party service providers,

  • Depth knowledge of Active Directory (Design, Security and Administration), and Networking technologies and concepts.

  • Good understanding of VMWare 5, IT security and Data protection, Cloud and mobile technology, and Citrix,

  • Exposure to MS SharePoint Other,

  • Strong interpersonal skills, able to communicate across a broad spectrum of users,

  • Excellent oral, written and presentation communication skills,

  • Ability to manage through organizational change,

  • General understanding of real time communication technologies (Video conferencing, VoIP, Web conferencing),

  • Practical experience of the setup and maintenance of infrastructure of small branch offices,

  • Knowledge of Office 365 and Services.

  • The skill to take on a variety of tasks and pay attention to detail,

  • Analytical and problem-solving ability,

  • Teamwork skills and the ability to feel comfortable working with different teams, clients and groups of staff across an organization,

  • Ability to act calmly and competently in high pressure and high stress situations,

  • Ability to adopt and adapt to new work styles with the implementation of new and transformative technologies and processes,

  • Strong willingness and capability to collaborate and share knowledge within the global team and with other teams both internally and externally.

Remember that, to apply, you must inform your direct supervisor and at least have been 2 years in your position or current client assignment (In-Plant Positions).

Element Fleet Management is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without distinction of race, color, religion, gender identity, age, sex, sexual orientation, disability,