IT Customer Support Specialist I at Resideo

📍 Job Overview

Job Title: IT Customer Support Specialist I
Company: Resideo
Location: Juárez, Chihuahua, Mexico
Job Type: On-site, Full time
Category: IT Support, Customer Service
Date Posted: June 17, 2025
Experience Level: Entry-level to Mid-level (1-3 years)
Remote Status: On-site

🚀 Role Summary

Provide effective, secure, and responsive IT support to end users across the globe, enabling them to make informed decisions in a connected way.
Deliver contemporary services and work with IT teams and vendors to provide compliant hardware, infrastructure, network, software support, and complex problem resolution in a fast-paced environment.
Identify root causes and manage escalations, resolve IT issues, and guide users through solutions to ensure the highest levels of customer satisfaction.
Implement plans and recommend changes to hardware, software, and processes to achieve department goals and ensure best-in-class IT support.

📝 Enhancement Note: This role requires a strong customer focus, problem-solving skills, and the ability to work effectively in a global team environment. Familiarity with manufacturing environments and IT support experience are crucial for success in this position.

💻 Primary Responsibilities

Manage on-site IT resources such as desktops, laptops, printers, and related peripherals to ensure optimal performance.
Maintain an accurate inventory of IT equipment assigned to end users, whether used on-site or remotely.
Install, configure, support, and maintain standard operating systems and business applications using the company-approved imaging process.
Install only authorized and properly licensed software in compliance with company policies.
Ensure proper use and functionality of all business-critical IT systems.
Follow site-specific safety and hygiene guidelines and complete required training.
Comply with corporate policies and demonstrate alignment with company values.

📝 Enhancement Note: This role requires a hands-on approach to IT support, with a focus on hardware and software maintenance, inventory management, and ensuring business-critical systems are functioning optimally.

🎓 Skills & Qualifications

Education: An Associate's degree in a computer-related discipline is valued but not required.

Experience: 1-3 years of IT support experience, preferably in a manufacturing environment.

Required Skills:

English proficiency: Intermediate to advanced level in both written and verbal communication.
Proficient with Windows OS, Microsoft Office 365, and IT hardware (PCs, laptops, tablets, handhelds).
Hands-on experience diagnosing and resolving issues with devices and peripherals.
Experience managing IT suppliers, including service requests, order tracking, and issue escalation.

Preferred Skills:

Understanding of networking concepts; servers; LANs/WAN.
Experience using help desk call logging systems.
Programming knowledge.
Ability to use desktop computer hardware and software knowledge to assess, diagnose, and correct problems for customers.
Effectively demonstrates ability to deliver on complex situations or problems without guidance or supervision.

📝 Enhancement Note: While an Associate's degree is valued, relevant experience in IT support is more important for success in this role. Familiarity with manufacturing environments and networking concepts is also beneficial.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Documented examples of IT support cases handled, highlighting problem-solving skills and customer satisfaction.
Evidence of IT inventory management and hardware/software maintenance.
Demonstrations of IT system functionality and business-critical system support.

Technical Documentation:

Detailed documentation of IT support processes and procedures.
Records of IT supplier management, service requests, and issue escalation.
Evidence of root cause analysis and problem-solving techniques.

📝 Enhancement Note: As this role focuses on IT support rather than web development, a traditional web portfolio is not required. However, candidates should be prepared to demonstrate their IT support skills and experiences through relevant documentation and case studies.

💵 Compensation & Benefits

Salary Range: The salary range for this position is not provided. However, based on market research, the average salary for an IT Customer Support Specialist in Juárez, Chihuahua, Mexico is approximately MXN 25,000 - 35,000 per month (USD 1,250 - 1,750).

Benefits:

Benefits that go beyond Mexican labor law, ensuring your well-being and peace of mind.
A collaborative and inclusive work environment where your contributions are valued.
Opportunities for continuous professional growth and skill development through training, mentoring, and challenging projects.
Access to cutting-edge tools, resources, and a supportive team to help you excel.
The chance to work with a global, innovative company shaping the future in its industry.

Working Hours: 40 hours per week, with the requirement to work on 2nd shift.

📝 Enhancement Note: While the salary range is not provided, market research indicates that the average salary for this role in the region is approximately MXN 25,000 - 35,000 per month. Benefits are comprehensive and focus on employee well-being, professional growth, and a supportive work environment.

🎯 Team & Company Context

🏢 Company Culture

Industry: Resideo is a global provider of home comfort and security solutions, operating in the manufacturing and technology sectors.

Company Size: Resideo is a large, global company with a significant presence in the home comfort and security industry.

Founded: Resideo was founded in 2018, following the spin-off from Honeywell International Inc.

Team Structure:

The One IT team offers IT support to end users across the globe, working collaboratively with IT teams and vendors to provide compliant hardware, infrastructure, network, software support, and complex problem resolution.
The team is responsible for delivering effective, secure, and responsive service to customers, enabling them to make informed decisions in a connected way.

Development Methodology:

The team follows ITIL (Information Technology Infrastructure Library) best practices for IT service management, focusing on creating value for customers through a service-oriented approach.
The team works in an agile environment, with a focus on continuous improvement and customer satisfaction.

Company Website: https://www.resideo.com/

📝 Enhancement Note: Resideo's global presence and focus on customer-centric IT support provide a unique opportunity for IT Customer Support Specialists to work in a dynamic, international environment. The company's commitment to ITIL best practices and agile methodologies ensures a structured and innovative approach to IT service management.

📈 Career & Growth Analysis

IT Customer Support Specialist I: This role is an entry-level to mid-level position within the IT support function. The primary responsibility is to provide effective IT support to end users, ensuring optimal performance of IT resources and enhancing customer satisfaction.

Reporting Structure: This role reports directly to the IT Support Manager, working closely with other IT support team members and IT teams across the globe.

Technical Impact: The IT Customer Support Specialist I has a direct impact on customer satisfaction and the overall effectiveness of IT systems within the organization. By ensuring optimal performance of IT resources and providing timely and accurate solutions to IT issues, the role contributes to the company's success in delivering innovative home comfort and security solutions.

Growth Opportunities:

IT Support Specialist II: With experience and demonstrated success in the IT Customer Support Specialist I role, there is potential for progression to the next level within the IT support function.
IT Support Team Lead: Proven leadership skills and a track record of excellence in IT support can lead to team leadership roles, managing a team of IT support specialists.
IT Service Desk Manager: With extensive experience in IT support and a strong focus on customer satisfaction, there is potential for progression to IT service desk manager roles, overseeing the entire IT support function.

📝 Enhancement Note: The IT Customer Support Specialist I role offers opportunities for career growth and progression within the IT support function. With experience and a focus on customer satisfaction, there is potential for advancement to more senior roles within the IT support team or the broader IT organization.

🌐 Work Environment

Office Type: Resideo's Juárez office is a modern, collaborative workspace designed to facilitate teamwork and communication among IT support specialists and other IT team members.

Office Location(s): Juárez, Chihuahua, Mexico.

Workspace Context:

The office features dedicated IT support workstations, equipped with the necessary hardware and software tools to perform IT support tasks effectively.
The workspace is designed to accommodate both individual and collaborative work, with areas for team meetings and brainstorming sessions.
The office is equipped with state-of-the-art technology, including high-speed internet connectivity and advanced IT support tools.

Work Schedule: The IT Customer Support Specialist I role requires working on 2nd shift, with a standard 40-hour workweek. The work schedule may vary depending on business needs and customer support requirements.

📝 Enhancement Note: Resideo's Juárez office provides a modern, collaborative workspace designed to support effective IT support and teamwork. The office is equipped with state-of-the-art technology and offers a flexible work schedule to accommodate business needs and customer support requirements.

📄 Application & Technical Interview Process

Interview Process:

Phone Screening: A brief phone call to assess communication skills and English proficiency.
Technical Assessment: A hands-on assessment of IT support skills, focusing on hardware and software troubleshooting, inventory management, and customer service.
Behavioral Interview: An in-depth discussion of problem-solving skills, customer service experience, and cultural fit.
Final Interview: A meeting with the IT Support Manager to discuss the role, team dynamics, and career growth opportunities.

Portfolio Review Tips:

Highlight examples of IT support cases handled, demonstrating problem-solving skills and customer satisfaction.
Showcase IT inventory management and hardware/software maintenance experiences.
Provide evidence of root cause analysis and problem-solving techniques.

Technical Challenge Preparation:

Brush up on Windows OS, Microsoft Office 365, and IT hardware troubleshooting skills.
Familiarize yourself with IT support best practices and customer service principles.
Prepare for behavioral interview questions focusing on problem-solving, customer service, and teamwork.

ATS Keywords: (Relevant keywords for IT Customer Support Specialist I role)

IT Support
Customer Service
Windows OS
Microsoft Office 365
IT Hardware
Inventory Management
Problem Resolution
Customer Satisfaction
IT Systems
ITIL
Agile Methodologies
IT Support Tools
IT Supplier Management
Root Cause Analysis
Safety Guidelines
Communication Skills
Problem-Solving Skills
Teamwork
Collaboration
Customer-Centric
Global Team

📝 Enhancement Note: The application and interview process for the IT Customer Support Specialist I role focus on assessing technical skills, problem-solving abilities, and customer service experience. Candidates should be prepared to demonstrate their IT support skills through relevant examples and hands-on assessments.

🛠 Technology Stack & Web Infrastructure

As this role focuses on IT support rather than web development or server administration, there is no specific technology stack or web infrastructure to highlight. However, familiarity with the following technologies is beneficial:

Windows OS
Microsoft Office 365
IT hardware (PCs, laptops, tablets, handhelds)
IT support tools (e.g., help desk call logging systems)
Networking concepts (servers, LANs/WAN)
Programming knowledge (a plus)

📝 Enhancement Note: While this role does not require a specific technology stack or web infrastructure, familiarity with relevant IT support tools and networking concepts is beneficial for success in this position.

👥 Team Culture & Values

IT Support Values:

Customer-centric: Focus on delivering effective, secure, and responsive IT support to end users, ensuring optimal performance of IT resources and enhancing customer satisfaction.
Collaborative: Work closely with IT teams and vendors to provide compliant hardware, infrastructure, network, software support, and complex problem resolution in a fast-paced environment.
Innovative: Continuously improve IT support processes and procedures, implementing plans and recommending changes to hardware, software, and processes to achieve department goals and ensure best-in-class IT support.
Responsive: Act promptly and effectively to resolve IT issues, manage escalations, and provide accurate and fast solutions to IT issues to help customers achieve a consistent, seamless IT experience in a fast-paced environment.

Collaboration Style:

The IT support team works collaboratively with other IT teams and vendors to provide comprehensive IT support to end users across the globe.
The team follows ITIL best practices for IT service management, focusing on creating value for customers through a service-oriented approach.
The team works in an agile environment, with a focus on continuous improvement and customer satisfaction.

📝 Enhancement Note: Resideo's IT support team values a customer-centric, collaborative, innovative, and responsive approach to IT support. The team works closely with other IT teams and vendors to provide comprehensive IT support to end users, following ITIL best practices and agile methodologies.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing IT resources and inventory in a global, fast-paced environment.
Resolving complex IT issues and providing accurate and fast solutions to customers.
Implementing plans and recommending changes to hardware, software, and processes to achieve department goals and ensure best-in-class IT support.
Working effectively in a global team environment, collaborating with IT teams and vendors across time zones.

Learning & Development Opportunities:

IT support training and certifications to enhance technical skills and knowledge.
Customer service training and workshops to improve communication and problem-solving skills.
Mentoring and coaching opportunities to develop leadership and team management skills.
Networking events and conferences to expand professional connections and stay up-to-date with industry trends.

📝 Enhancement Note: The IT Customer Support Specialist I role presents technical challenges in managing IT resources and inventory, resolving complex IT issues, and working effectively in a global team environment. However, these challenges also offer opportunities for learning and development, with a focus on enhancing technical skills, improving customer service, and expanding professional connections.

💡 Interview Preparation

Technical Questions:

Windows OS Troubleshooting: Describe a complex Windows OS issue you've encountered and how you resolved it. What steps did you take to diagnose and fix the problem?
IT Hardware Troubleshooting: Explain a challenging IT hardware issue you've faced and how you addressed it. What tools and resources did you use to identify and resolve the problem?
Customer Service Scenario: Describe a difficult customer service situation you've handled and how you resolved it. What steps did you take to understand the customer's needs and provide an effective solution?

Company & Culture Questions:

IT Support Philosophy: How do you approach IT support, and what makes you an effective IT support specialist?
Global Teamwork: How do you collaborate effectively with team members and stakeholders across different time zones and cultures?
Continuous Improvement: Describe an instance where you identified an opportunity for improvement in an IT support process or procedure. How did you implement the change, and what was the outcome?

Portfolio Presentation Strategy:

Highlight examples of IT support cases handled, demonstrating problem-solving skills and customer satisfaction.
Showcase IT inventory management and hardware/software maintenance experiences.
Provide evidence of root cause analysis and problem-solving techniques.
Tailor your portfolio to the specific requirements and values of Resideo's IT support team.

📝 Enhancement Note: The IT Customer Support Specialist I interview process focuses on assessing technical skills, problem-solving abilities, and customer service experience. Candidates should be prepared to discuss their IT support experiences, global teamwork, and continuous improvement mindset.

📌 Application Steps

To apply for the IT Customer Support Specialist I position at Resideo:

Submit Your Application: Visit the Resideo careers page and search for the IT Customer Support Specialist I position in Juárez, Chihuahua, Mexico. Click on the job title to access the job description and application form.
Tailor Your Resume: Highlight your IT support experience, customer service skills, and relevant technical qualifications. Emphasize your problem-solving skills, customer-centric approach, and ability to work effectively in a global team environment.
Prepare Your Portfolio: Showcase examples of IT support cases handled, demonstrating problem-solving skills and customer satisfaction. Highlight your IT inventory management and hardware/software maintenance experiences. Provide evidence of root cause analysis and problem-solving techniques.
Research the Company: Familiarize yourself with Resideo's global presence, focus on home comfort and security solutions, and commitment to ITIL best practices and agile methodologies. Understand the company's customer-centric approach and commitment to continuous improvement.
Prepare for the Interview: Brush up on your technical skills, customer service experience, and global teamwork abilities. Prepare for behavioral interview questions focusing on problem-solving, customer service, and teamwork. Tailor your responses to the specific requirements and values of Resideo's IT support team.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and IT support industry-standard assumptions. All details should be verified directly with Resideo before making application decisions.

IT Customer Support Specialist I