Location Support Specialist

Job Description

About the Role

As a Location Support Specialist, your main focus will be to provide on‑site technical support by troubleshooting hardware, software, devices, and network issues, while ensuring smooth installations, configurations, and daily operations across offices, stores, and warehouses.

You are a curious and solution‑oriented support professional with basic IT troubleshooting knowledge, strong communication skills, and a calm, structured approach to solving technical issues.  

This on-site role reports into our Tech Manager and is based out of Mexico Support Office.

A Day in the Life

Working at H&M means no two days are ever the same, but a typical day will include the following responsibilities:

Hardware & Software Support

• Provide on-site support for hardware and software issues that cannot be resolved remotely
• Troubleshoot and repair user equipment, including laptops, mobile phones, tablets, and meeting room devices
• Support local colleagues with setup, maintenance, and troubleshooting of devices and systems
• Provide hands-on technical assistance to office, store, and warehouse teams, ensuring uninterrupted daily operations

Installations, Configuration & Equipment Handling 

• Support office network and access point issues in collaboration with the Global Network team
• Distribute spare parts and equipment to stores (e.g., phones, tills) and assist with local installations
• Conduct inspections, configurations, and installation of technical equipment for new joiners and relocations General Information

Documentation & Vendor/Infrastructure Coordination

• Maintain accurate documentation and follow up on tasks and incidents using ServiceNow
• Act as the local contact for infrastructure vendors (e.g., ISP, telephony) and assist with physical checks and maintenance 

Qualifications

Who You Are:  

• Secondary education or equivalent; IT-related studies are meriting
• Basic knowledge of hardware and software troubleshooting
• Strong problem-solving and multitasking abilities
• Good communication and interpersonal skills
• Structured and detail-oriented approach to work
• Proficiency in English and local language
• Familiarity with ServiceNow or similar ticketing systems is meriting
• Previous experience in IT support or a customer service environment is meriting
• Hands-on experience with user devices, networks, and hardware setups is an advantage
• Entry-level candidates with a strong interest in technology are welcome
• You are curious, solution-oriented, and eager to learn. You stay calm under pressure, enjoy solving technical challenges, and take pride in providing excellent service. You communicate clearly, collaborate well with others, and approach every task with a can-do attitude. 
• Advanced proficiency in both English and Spanish.

Additional Information