Jr. Service Desk Engineer

hace 2 semanas

Cuauhtémoc, Ciudad de México LTIMindtree A tiempo completo

In LTIMindtree, we are a global technology consulting and digital solutions company committed to driving innovation and delivering exceptional IT services. We are looking for our next talented team member to join us as a
Jr. Service Desk Engineer.

  • Work Model:
    Hybrid (2 to 3 times in site).
  • Schedule and Time Shift:
    Full-time; availability for rotating shifts is essential for this position.
  • Location:
    Paseo de la Reforma, Mexico City.

Objective:

We're looking for an experienced
Service Desk Engineer (L1)
to provide phone, email, and chat support for one of our prestigious clients. You'll handle incident management, service requests, and troubleshooting while ensuring excellent customer experience.

Key Responsibilities:

  • Provide
    L1 technical support
    via calls, chat, and email.
  • Log, categorize, and prioritize incidents in ITSM tools (ServiceNow, Remedy).
  • Troubleshoot issues related to
    Windows, O365, VPN, Citrix, printers, and mobile devices.
  • Manage user accounts in
    Active Directory
    and email accounts in
    Office 365.
  • Configuring iPad, iPhones, Android for the users to enable them check emails and be connected on the go
  • Escalate complex issues to resolver groups when needed
  • Ensure timely resolution and maintain SLAs and KPIs

Requirements:

  • 1–3 years
    in a Service Desk environment.
  • Strong knowledge of Active Directory, O365, Citrix, VPN troubleshooting.
  • Familiarity with ITIL methodologies and ITSM tools.
  • Excellent communication and customer handling skills.
  • Advanced English.
  • Ability to work in shifts.

Preferred Skills:

  • Experience with IT service management (ITSM) tools.
  • Knowledge of remote support tools and techniques.
  • Familiarity with ITIL best practices.
  • Nice to Have -
    Knowledge of Exchange Server, SharePoint, MDM solutions.

Compensations:

Competitive salary and above the law benefits package, including health insurance.

Ready to take the next step in your career? Join LTIMindtree and be part of a team that values innovation, collaboration, and excellence. Apply today and let's build the future together

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