Bilingual Customer Service Agent

Tres R; Tijuana; Presencial; MXN 50,000 - 200,000; Jornada completa

Descripción de la vacante

A technology services company is looking for IT Help Desk Support Technicians in Tijuana. This role involves providing first-line IT assistance in a collaborative setting. Candidates should have experience in IT Support and possess strong communication skills. Responsibilities include troubleshooting issues and supporting onboarding processes. The position offers benefits like a vacation bonus, medical insurance, and education reimbursement. This role demands advanced English proficiency and is office-based five days a week.

Servicios

20 days Christmas bonus

12 days of vacation

Medical, dental, vision, and life insurance

Education reimbursement

Formación

• Experience in IT Support or Help Desk.
• Advanced English proficiency (C1 or equivalent).
• Knowledge of ticketing tools.

Responsabilidades

• Provide first-level support for IT incidents.
• Troubleshoot software and access issues.
• Support onboarding and offboarding processes.

Conocimientos

Customer service

Communication skills

Windows environments

Office 365 applications

Remote support tools

Herramientas

ServiceNow

TeamViewer

Microsoft Intune

Descripción del empleo

IT Help Desk Support (Levels: Trainee / Associate / Mid)

About the Role

We are looking for IT Help Desk Support Technicians to join a growing IT Enablement team focused on delivering secure, efficient, and user-centered technology support. This role provides first-line IT assistance and is ideal for professionals at Trainee, Associate, or Mid level who want to grow within a structured and collaborative IT environment.

Responsibilities

• Provide first-level support for IT incidents and service requests through ServiceNow.
• Troubleshoot software, access, endpoint, and basic security issues.
• Perform software installations and license assignments.
• Support onboarding and offboarding processes.
• Use remote tools such as TeamViewer and Microsoft Intune to assist users.
• Document resolutions accurately and elevate complex issues when required.
• Follow IT procedures, SLAs, and compliance standards.

Required Skills & Qualifications

• Experience in IT Support or Help Desk (level-dependent).
• Knowledge of Windows environments and Office 365 applications.
• Familiarity with ServiceNow or similar ticketing tools.
• Experience with remote support tools.
• Strong customer service and communication skills.
• Good organization and attention to detail.
• Advanced English proficiency (C1 or equivalent).

Nice to Have

• Experience in regulated environments.
• Basic knowledge of iOS device support.
• IT certifications (CompTIA, Microsoft).
• Office-based role in Tijuana (5 days on-site).
• Monday to Friday schedule aligned with US business hours.
• Ticket-based workload with occasional after-hours support.

Benefits at ITJ

• 20 days Christmas bonus
• 12 days of vacation (first year)
• 8% savings fund | 11% food coupons
• Medical, dental, vision, and life insurance
• Gym bonus support
• Education reimbursement (up to MXN 54,000/year)
• 30% vacation bonus
• Work at Home bonus (MXN 5,000)