Service Desk Level 2 Analyst

hace 1 semana

Monterrey, México DYOPATH A tiempo completo

At DYOPATH, we believe that work should be more than just a job - it should be a passion. As a dynamic, forward-thinking Managed Service Provider (MSP), we are dedicated to empowering organizations with reliable and innovative IT solutions. Guided by our core values of accountability, excellence, and exceptional customer service, we cultivate a culture of creativity, passion, and bold communication. Our team is driven by a shared commitment to sustainability and delivering meaningful results that help our clients thrive.

**Join Our Award-Winning Team at DYOPATH We are hiring a remote Service Desk Level 2 Analyst**

At **DYOPATH**, we're not just another IT company - we're a **people-first** organization committed to building a collaborative, creative, and inclusive work culture. We've been recognized as a **Great Place to Work** for four years running, and we want YOU to be part of our award-winning team

**Why DYOPATH?**
- **People-First Culture**: We value collaboration, creativity, and making sure every team member feels supported and appreciated.
- **Career Growth**: With ongoing training and development opportunities, we're here to help you take your career to the next level.

We are eager to welcome your creativity, passion, and entrepreneurial spirit to DYOPATH

**Position**: Service Desk Level 2 Analyst

**Location**: Remote

**Shift**: Thursday - Monday, 6am - 4pm CST

**Pay**: 22K - 25K monthly pesos (before taxes)

**Role Overview**:
You will provide advanced technical support for complex IT issues, mentor Level 1 analysts, and collaborate with IT staff to resolve escalated problems.

Key Responsibilities:

- Troubleshoot and resolve technical issues involving desktops, laptops, printers, mobile devices, software, and networks.
- Escalate unresolved issues to appropriate support teams.
- Identify and resolve IT system and service issues, working with other IT staff as needed.
- Mentor and guide Level 1 analysts in problem-solving and incident resolution.
- Ensure timely and accurate resolution of all service desk issues.
- Conduct follow-up activities to ensure customer and employee satisfaction.
- Continuously enhance technical skills through training, certification, and self-directed learning.
- Participate in special projects as assigned.

Qualifications:

- Education: Associate or bachelor's degree in computer science preferred.
- Advanced English skills oral and written
- Experience: 2-4 years in technical support, with at least 1 year in a service desk environment.
- Certifications (huge plus): HDI-SCA, ITIL Foundation, Microsoft 365 Certified: Fundamentals, Endpoint Administrator Associate.
- Skills: Strong customer service, proficiency with Microsoft Office and Windows, advanced network troubleshooting, excellent problem-solving

**_Our comprehensive benefits package:_**
- Savings / Monthly 13% cap
- Pantry Vouchers 9% deposited every month
- Christmas Bonus: 25 days of your daily income
- Vacations - 12 days after the first year
- Anniversary Bonus - 10 days of base salary
- Vacation Premium - 40% first year
- Major Medical Insurance covers you and your immediate family
- Life Insurance
- Quarterly Bonus
- Marriage or Bereavement Time off
- Maternity/Paternity Time off
- Ergonomic Chair (remote only)
- 250 pesos monthly stipend for internet and electricity (remote only)

**Join Our Team**:
Equal Opportunity Employer

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