IT Service Desk Support (Remote - Mexico)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for an IT Service Desk Support in Mexico. In this role, you will provide first-level technical support to internal users, addressing hardware, software, network, and application issues while ensuring timely resolution and a positive user experience. You will act as a key point of contact for IT inquiries, helping maintain operational continuity and end-user productivity. This role also contributes to continuous improvement initiatives, documentation of solutions, and adoption of new technologies. It offers a collaborative environment where you can develop your technical skills, work with cross-functional teams, and leverage emerging tools such as AI-assisted solutions to optimize support processes.

Accountabilities:

• Receive, log, and track user requests and incidents through the IT ticketing system.
• Diagnose and resolve basic technical issues related to computers, software, email, network access, and corporate applications.
• Escalate complex incidents to higher-level support when necessary.
• Provide guidance to users on system and tool usage, ensuring clear communication throughout the resolution process.
• Document procedures, solutions, and update the knowledge base.
• Participate in IT improvement projects and technology upgrades to enhance service delivery.
• Monitor and follow up on open cases to ensure timely closure and user satisfaction.
• Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.

2–3 years of experience in a similar IT support role.

• Advanced English proficiency.

Knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and Windows OS. Understanding of networking protocols (TCP/IP, DNS, DHCP, Subnets, VPN) and ITSM ticketing systems (preferably SolarWinds Service Desk). Experience with RMM tools (preferably N-Central) and security access protocols such as MFA, MDM, and Intune compliance policies. Familiarity with AI tools such as Copilot or ChatGPT for prioritizing incidents is a plus. Strong communication skills and the ability to work independently or within a team environment. Competitive salary and comprehensive benefits package. Opportunities for professional growth and career development. Exposure to new technologies and IT improvement projects. Collaborative work environment promoting teamwork and knowledge sharing. Flexible work arrangements, including hybrid or remote options depending on location.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching. When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly. 🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements. 📊 It compares your profile to the job’s core requirements and past success factors to determine your match score. 🎯 Based on this analysis, we automatically shortlist the three candidates with the highest match to the role. 🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed. The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team. Thank you for your interest! #LI-CL1