24/7 IT Service Desk – L2 Remote Support (US/Canada)

REDLEO SOFTWARE INC.; Ciudad de México; Remote; MXN 320,000 - 420,000; Full time

Job summary

REDLEO SOFTWARE INC. is seeking a seasoned 2nd-line end-user support professional to handle 24/7 remote assistance for US and Canada users. You will respond to requests, diagnose desktop issues, and coordinate with teams to resolve software and security updates.

The role emphasizes strong English communication, ITIL-aligned processes, and the ability to troubleshoot Windows desktop environments and antivirus tools from a remote location.

Qualifications

• 5+ years of experience in end-user support.
• Must be proficient in English and have strong communication.
• Strong knowledge of ITIL processes.

Responsibilities

• Respond to client support requests and contact users to understand the issue.
• Resolve user issues related to basic desktop problems on deployed software images and patches.
• Escalate software and other application issues to the appropriate teams.
• Troubleshoot desktop/laptop hardware and software issues remotely.
• Provide OS/Office/basic system application/Anti-Virus client support.
• Assist in 24/7 support model for US and Canada users.

Skills

English communication

Windows desktop

Remote end-user support

ITIL knowledge

Tools

Windows OS

Anti-Virus software

Job description

REDLEO SOFTWARE INC. is seeking a seasoned 2nd-line end-user support professional to handle 24/7 remote assistance for US and Canada users. You will respond to requests, diagnose desktop issues, and coordinate with teams to resolve software and security updates.

The role emphasizes strong English communication, ITIL-aligned processes, and the ability to troubleshoot Windows desktop environments and antivirus tools from a remote location.