Software Help Desk

Role: Help Desk Support Specialist

Requirements & Job Offer

• Education: Bachelor’s Degree in Information Technologies or related engineering.
• Languages: Fluent Conversational English (speaking, reading, writing)" Level: B2, C1, C2, Fluent
• Modality: Home Office 100 %
• Location: México
• Workday: Monday - Friday
• Monthly Gross Salary: $ 20,000 MXN (On base to experience)
• Hiring: 100 % Payroll
• Contract: Project - Log Term (at least 1 year)
• Benefits: IMSS, 12 Vacation Days per Year, 15 Days of Christmas Bonus, 25 % Vacation Bonus, Life Insurance.
• Plus Benefits: Online Technical Trainings and Access to Academies & Certifications.
• Job Stability & Professional Development

Key Qualifications & Experience

• 2+ year in a technical support/help desk or call center environment preferred.
• Hands-on experience with computer troubleshooting, Windows OS, MS Office 365, and remote support tools.
• Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Management) is a plus.
• Solid understanding of Windows-based environments and common business applications.
• Serve as a primary point of contact for technical support via phone, email, chat, or in-person.
• Troubleshoot and resolve issues related to hardware, software, networking, phones, remote access (e.g., Citrix), and Microsoft 365 applications.
• Accurately log, track, and manage all support requests in the ticketing system, ensuring timely follow-up and resolution.
• Assist users with system procedures and application functionality, including company websites, internal tools, and agency interface systems.
• Escalate complex issues to appropriate internal teams or external vendors when necessary, while maintaining ownership of the user experience.
• Maintain and update user documentation, technical articles, and internal knowledge bases.
• Recommend process improvements and contribute to SOP (Standard Operating Procedure) documentation.
• Stay up to date on new technologies, internal system updates, and best practices.
• Provide basic support for new employee onboarding including workstation setup and user account configuration.
• Assist with reporting and data manipulation related to help desk metrics or system usage.

Nice to Have

• CompTIA A+, Network+, or Microsoft Certifications
• Commitment to continue learning through courses, certifications & in-house training.

Soft Skills

• Strong verbal & written communication skills
• Excellent customer service mindset with the ability to remain calm and solution-focused under pressure
• Ability to manage multiple priorities in a fast-paced setting
• Strong analytical and problem-solving skills
• Self-motivated and able to work independently as well as in a team
• Organized with strong time-management and documentation habits