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Sr IT Service Tech

Brand:  SGK
Company:  Schawk de Mexico
Line of Business:  SGK Americas

Quintana El Marques, Querétaro, MX, 76246

SGK is a global packaging and brand experience company. From idea to implementation, we deliver packaging solutions and brand experiences that give brands the freedom to speak louder, scale faster and grow stronger. We simplify marketing and amplify brands to deliver value.  SGK is a Matthews International company. 


The Sr IT Service Technician’s role, in the Global Infrastructure organization, is to provide operational day-to-day support for the build and run operations of end user computing services globally, in collaboration with third party vendors.


  • Provides day-to-day operational service and support for defined end user computing (EUC) services, such as end user devises, mobile telephony and device support, desktop support, base operating system build and support for Windows and Macintosh, etc. 
  • Supports third party EUC vendors in the installation, configuration, delivery, maintenance and monitoring of components and services, in accordance with defined roadmaps, strategies, policies and standards. 
  • Delivers EUC service requests and requirements through collaboration with vendors where applicable.
  • Assists in the delivery of infrastructure development / build activities (in conjunction with Project Managers), including release and deployment management for new services (for example operating system upgrades, new desktop builds etc.). 
  • Maintains accurate and concise service asset and configuration management for EUC infrastructure. 
  • Monitors and reports on performance for EUC services. 
  • Provides assistance and technical support for the resolution of EUC problems, incidents, issues and emergencies. 
  • Collaborates with vendors for resolution of issues / incidents and assists with support escalations. 
  • Documents EUC problems and resolutions for future reference. 
  • Performs corrective procedures for prevention of loss or system recovery of EUC services and infrastructure. 
  • Fields complex issues and requests from end users via telephone, web system or e-mail in a timely and courteous manner. 
  • Schedules, supervises and performs hands-on fixes at the EUC level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications 
  • Analyzes, researches, and performs problem solving and resolution on complex issues.  
  • Schedules, supervises and performs preventative actions and maintenance, including checking and cleaning of workstations, printers, and peripherals. 
  • Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue and the resolution using ticketing system. 
  • Designs and coordinates/develops knowledge base articles and frequently asked questions lists for end users. 
  • Develops workstation desktop hardware, software and peripherals specifications, standards, and configurations Additional duties as assigned. 


  • Bachelor’s Degree in Information Technology or related field 
  • 6+ years of previous information technology experience; or equivalent combination of education and experience
  • Experience in maintaining and supporting EUC services preferred 
  • Knowledge of relevant EUC technologies, such as image definition and build, exchange and e-mail services, application packaging and deployment, and deskside and remote support 
  • Occasional travel either locally, nationally, and/or internationally may be required. 
  • High degree of proficiency MS Office Suite, Outlook & Internet applications 
  • Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills  
  • Strong verbal and written communication skills (including analysis, interpretation, & reasoning) 
  • Solid understanding and application of mathematical concepts 
  • Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients 
  • Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment. 
  • Ability to work with and influence peers and senior management and reporting 
  • Ability to work overtime as necessary


  • Regularly required to stand; walk; sit; and talk, hear and see. 
  • Occasionally lift and/or move up to 10 pounds. 
  •  Reasonable accommodations may be made to enable individuals to perform the essential functions.

Matthews International endeavors to make our employment website and application process accessible to all users and applicants. In doing so, Matthews International provides reasonable accommodations to applicants with disabilities. If you have a disability and require a reasonable accommodation or assistance completing the application process, please contact a member of our Human Resource Team.

At Matthews International, what makes us different is what makes us great.  We are proud to be an equal opportunity workplace. All employment is decided on the basis of qualifications, merit, and business need.