Bilingual IT Service Desk Agent

We are seeking a Bilingual IT Service Desk Agent to join our team on a seasonal, full-time basis. You will be responsible for providing technical support to end-users, resolving IT-related issues, and maintaining the overall health of IT systems. Your role involves collaborating with cross-functional teams, diagnosing technical problems, and offering hands-on and remote support.

Key Responsibilities:

• Manage service desk tickets from phone calls, emails, and voicemails, ensuring timely resolution of issues.
• Log, document, and manage service requests and incidents using Jira Help Desk software.
• Troubleshoot and escalate complex incidents to IT Level 2 or Level 3 support teams when necessary.
• Provide one-on-one support to end-users, both over the phone and in person.
• Monitor IT systems and network performance, identifying potential issues before they impact end-users.
• Perform routine maintenance, troubleshooting, and repair on desktop and laptop hardware.
• Assist with software installation, configuration, and updates.
• Participate in team meetings, providing feedback on recurring issues and assisting with process improvements.
• Contribute to creating and updating internal knowledge base articles and documentation.
• Demonstrate a strong focus on customer service, responding to user inquiries promptly and professionally.
• Assist with IT-related onboarding and offboarding processes for new and departing employees.
• Provide both remote and on-site technical support.
• Stay updated on the latest technology trends, best practices, and security protocols.

Qualifications & Skills:

• Strong understanding of desktop operating systems (Windows), including troubleshooting and support for hardware and software issues.
• Familiarity with common browsers, email clients, and essential applications, including security tools and anti-virus programs.
• Excellent verbal and written communication skills, with the ability to articulate technical information to non-technical users.
• Strong analytical and diagnostic skills with the ability to think critically and resolve issues efficiently.
• Commitment to providing exceptional customer service, ensuring user satisfaction, and demonstrating patience and professionalism in all interactions.
• Ability to work collaboratively in a team environment, sharing knowledge and assisting colleagues as needed.
• Reliable track record of high attendance (98% or more) and adherence to shift schedules.
• Willingness to travel within the city and work on weekends or after hours when required to support business needs.
• Clean disciplinary record with no written warnings.

What We Offer:

• Seasonal agreement for peak season (6 months).
• Full-time position with a monthly gross salary of MXN 17,000.
• Termination bonus.
• Law benefits from day one.
• Full equipment provided.
• 100% paid training.
• Flexible schedule window (8 am - 8 pm).
• 10-hour shift with two breaks and one hour for lunch.
• Two days off (Friday and Saturday).
• Total pass.