Senior Service Desk 1st Level Support

hace 2 días

Circunvalación Guevara, México MHP- A Porsche Company | México A tiempo completo

**Senior Service Desk Agent**

Porsche is growing its presence in México through its consulting company MHP, one of the leading management and IT consultancies for the automotive industry and a proven expert in other sectors, with more than 4,000 employees providing support to more than 300 customers worldwide from 19 locations. MHP Management and IT Consulting México just started operations in October with over thirty team members. The headquarter is in Guadalajara, where we are working in a modern office environment with a flexible hybrid model, but we are also open to finding the right person across the country.

**Position Overview**:
**MHP Mexico**, part of the **Porsche Group**, is looking for a **Senior Service Desk Agent** to join the **IT Service Desk team**. This position is aimed at experienced professionals in first
- and second-level technical support who are interested in working in a collaborative, learning-oriented environment. As part of the team, you will be responsible for providing day-to-day support to end users and contributing to the continuous improvement of IT processes and services.

**Key Responsibilities**
- Identifying and assessing customers’ needs.
- Escalate service requests that cannot be scheduled within agreed service levels.
- Improve customer service, perception, and satisfaction.
- Maintain the Knowledge Base information.
- Train and assist junior colleagues.

**Qualifications/Skills**
- Proven experience in IT support, Service Desk, Technical Support or Customer Support.
- Good understanding of IT concepts and 1st level support experience for:

- M365( Outlook, Teams, OneDrive).
- End user Device Support : Laptop OS( MS Win11, MAC IoS) support, Networking, Client VPN(Zscaler), Iphone.
- User management: ︈AD users & groups, MFA, Permissions and Access management.
- Application Support: SW installation and troubleshooting.
- Excellent Communication Skills: You will be listening and speaking to people by phone, often in some state of distress. Your ability to listen, speak plainly, and communicate effectively will be necessary.
- Problem-solving skills: Ability to diagnose and resolve basic technical issues. You will need to be able to prioritize the most important situations.
- Customer-oriented and cool-tempered.
- Ability to work in a team and communicate effectively.

**Language skills**: English Full Professional Proficiency, German is considered a big plus.

Ready for a new challenge? Join MHP- A Porsche Company and take the next step in your professional journey with a team that values passion, growth, and collaboration.

Pay: $25,000.00 - $30,000.00 per month

**Education**:

- Bachelor's (required)

**Experience**:

- 1st level support: 3 years (preferred)
- Customer Support: 3 years (preferred)
- User management: 3 years (preferred)

**Language**:

- English (required)
- German (preferred)

Work Location: Hybrid remote in 44680, Circunvalación Guevara, Jal.

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