Agente de Soporte de Primer Nivel (Help Desk)

Placements24; Santiago de Querétaro; Hybrid; MXN 216,000 - 320,000; Full time

Benefits offered by this job

Health benefits

Hybrid work model

Modern office in Querétaro

Professional development opportunities

Job summary

Placements24 is seeking a First-Level Support Agent (Help Desk) in Querétaro City, blending on-site collaboration with remote flexibility. You will diagnose and resolve IT issues, assist with hardware/software setup, and guide users on operating systems and applications.

Ideal candidates have proven help desk experience, strong problem-solving and communication skills, and familiarity with TCP/IP/DNS/DHCP networks. IT certifications such as CompTIA A+ are a plus.

Qualifications

• High school diploma or equivalent.
• IT certifications (e.g., CompTIA A+) are a significant plus.
• Proven experience in a help desk or technical support role.
• Solid understanding of computer hardware, OS (Windows, macOS), and common software.

Responsibilities

• Respond to and resolve incidents and service requests via phone, email, and ticketing system.
• Diagnose hardware, software, and network issues and provide timely resolutions.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Provide guidance on operating systems and applications.
• Escalate unresolved issues to IT support teams or vendors.
• Maintain documentation in the knowledge base and assist with user account management.

Skills

Strong communication

Problem solving

Interpersonal skills

Education

High school diploma

Tools

Windows

macOS

TCP/IP/DNS/DHCP

Job description

About the Role

Our client, WhatJobs Direct, is seeking an organized and technically proficient First-Level Support Agent (Help Desk) for their operations in Querétaro City, Querétaro . This hybrid position involves providing essential technical assistance to users, troubleshooting common IT issues, and ensuring the smooth operation of our client's internal systems. You will be the first point of contact for technical support requests, diagnosing problems and providing solutions or escalating them appropriately. This role is perfect for individuals with a strong foundation in IT support who appreciate a blend of remote flexibility and in-office collaboration.

Key Responsibilities

• Respond to and resolve user-reported incidents and service requests via phone, email, and ticketing system.
• Diagnose hardware, software, and network issues, providing timely resolutions.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Provide technical guidance and support on operating systems and applications.
• Escalate unresolved issues to the appropriate IT support teams or vendors.
• Maintain accurate documentation of support requests, actions taken, and resolutions in the knowledge base.
• Assist with user account management and access control.
• Contribute to improving IT support processes and user self-help resources.

Requirements

• Proven experience in a help desk or technical support role.
• Solid understanding of computer hardware, operating systems (Windows, macOS), and common software applications.
• Familiarity with network concepts (TCP/IP, DNS, DHCP).
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Experience with IT support ticketing systems.
• Ability to work effectively both remotely and on-site in Querétaro City .
• High school diploma or equivalent; IT certifications (e.g., CompTIA A+) are a significant plus.

Benefits

• Our client offers a competitive salary, comprehensive health benefits, and opportunities for professional development in the IT field.
• This hybrid role provides flexibility and a chance to work within a modern, well-equipped office environment.
• You will gain valuable experience supporting a diverse range of technologies and contribute to the stability of our client's IT infrastructure.
• We foster a collaborative and innovative work culture.
• Join our client and take the next step in your IT support career, making a significant impact on their technological operations.