Help Desk Technician

hace 1 semana

Guadalajara, México Tech Holding A tiempo completo

**About us**:
Working at Tech Holding isn't just a job, it's an opportunity to be a part of something bigger. We are a full-service consulting firm that was founded on the premise of delivering predictable outcomes and high-quality solutions to our clients. Our founders and team members have industry experience and have held senior positions in a wide variety of companies - from emerging startups to large Fortune 50 firms - and we have taken our combined experiences and developed a unique approach that is supported by the principles of deep expertise, integrity, transparency, and dependability.

**The Role**:
As a Help Desk Technician, you will provide bilingual (Spanish/English) remote technical support. You'll serve as the first point of contact for technical issues, ensuring timely and professional resolution of incidents affecting hardware, software, and network systems across a wide range of end users. This is an excellent opportunity to work with impactful, USA tech companies.

**What You'll Do**:

- Respond to incoming phone calls and ticket submissions
- Troubleshoot hardware and software issues related to automation systems, peripherals, and network connectivityLog all interactions, steps taken, and resolution outcomes in the ticketing system (e.g., ServiceNow)
- Escalate unresolved issues to higher-level support teams following defined SLAs
- Leverage internal knowledge bases and SOPs to ensure consistent, accurate resolutions
- Monitor open tickets, follow up with users, and ensure customer satisfaction throughout the support process
- Contribute to continuous improvement initiatives, including documentation updates and process enhancements

**Requirements**:

- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
- Minimum 1 year of experience in a technical support/help desk role, ideally in a high-volume or customer-facing environment
- Strong proficiency in **both English and Spanish** (written and verbal communication)
- Familiarity with remote support tools such as LogMeIn, AnyDesk, or Remote Desktop
- Understanding of VPN, Wi-Fi connectivity, and basic networking concepts
- Knowledge of ticketing systems such as ServiceNow, Zendesk, or Freshdesk
- **Must be available to work in Eastern Time (ET) zone**

**Soft Skills**:

- Strong customer service orientation with a professional and empathetic demeanor
- Ability to explain technical concepts in simple, clear language to non-technical users
- Efficient multitasking and time management under shifting priorities
- Proactive attitude and willingness to take ownership of problems
- Willingness to work in a rotating shift schedule to support 24/7 operations
- Commitment to maintaining data confidentiality and security

**Preferred Qualifications**:

- Experience supporting hardware in retail, hospitality, or restaurant environments
- Familiarity with IoT devices, kiosks, or robotics-based systems is a plus

**What We Offer**:

- Salary Range: $14k - $23k MXN/month
- Remote opportunity with collaborative team culture
- Exposure to cloud-first environments and modern DevOps tooling
- Opportunity to work on high-impact projects with Fortune 50 companies, contributing to cutting-edge solutions at enterprise scale.
- Opportunities for growth and cross-functional impact
- Dynamic and fast-paced engineering environment

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