In ITJ we are very committed to bringing the best talent from Mexico and developing new local talent, eager to join the software industry. For that reason, we open positions for our trainee program each year. During this one-year program, you will learn and gain experience in the industry, with the possibility of a full-time position with us! We allow students or recent graduates to collaborate and be part of incredible Tijuana and San Diego teams.

An intern at iTJhas the opportunity to work on a high-impact project.

The program's benefits are training and development candidates for a Software Engineer role with the opportunity to work in a Global environment with teams in the USA and Mexico, getting hands-on experience, and learning new technologies and tools. 

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.

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, OS updates, and MDM-related issues
• iOS application support including installation, permissions, profile management, and enterprise app configuration
• 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 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

• Enrolled on a Computer Science Program and similar
• Studying last semesters (from 6th semester)
• Conversational English
• Availability of 6 hours a day
• Good grades/GPA
• Motivated to learn and work on a corporate environment
• Student must be located in Tijuana, BC