Bilingual Help Desk Analyst

SoftwareONE; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading software company in Mexico City seeks a Bilingual Help Desk Analyst to provide exceptional technical support. This role involves managing incoming support requests, diagnosing hardware and software issues, and maintaining documentation. Candidates should have experience in technical support and be proficient in operating systems. The company offers a thoughtful work culture and opportunities for personal development, as well as benefits for employees and their families.

Servicios

Health policy for you and preferential rate for your family

Economic incentive program for employee referrals

Spaces for leisure and recreation

Formación

• Previous experience in a helpdesk or technical support role.
• Proficient in operating systems: Windows, macOS, Linux.

Responsabilidades

• Provide timely technical support to internal users.
• Manage incoming support requests and prioritize tasks.
• Diagnose issues related to operating systems and hardware.

Conocimientos

Resolving hardware and software issues

Proficient in ticketing systems

Superb communication skills

Strong problem-solving skills

English Level: B2+

Educación

Technician or Professional in Systems Engineering

Herramientas

ServiceNow

JIRA

Descripción del empleo

Why SoftwareOne?

Success at SoftwareOne is not defined by what you do for yourself, but by what you deliver for our customers, the business and for the employees around you. SoftwareOne employees are energized, agile and are laser passionate about delivering special Customer Happiness and results. Our leaders empower and encourage their teams and provide a working environment that delivers incredible levels of Employee Happiness. We are Low ego. Our leaders operate with a high level of Team but can work at Speed lead change in a global economy. We are a leading global provider of end-to-end software and cloud technology solutions, headquartered in Switzerland. Our 8,700 employees support our approximately 65,000 customers in their digital transformation.

The role

Bilingual Help Desk Analyst

Scope: Full-time | On site

What makes this opportunity unique

As a Helpdesk Support Analyst, you will be part of a fast-paced, dynamic team, focused on providing exceptional technical support and contributing to the smooth operation of our systems. This role offers an exciting opportunity to work in a company that values career growth, personal development, and teamwork. You\'ll be at the forefront of our commitment to delivering top-tier customer service, helping our teams work efficiently while gaining valuable experience in the IT support space.

Responsibilities

• Provide timely and high-quality technical support to internal users, resolving hardware, software, and system-related issues.
• Manage incoming support requests, prioritize tasks, and follow up to ensure prompt resolution of issues.
• Fix and diagnose issues related to operating systems, hardware devices, network connectivity, and software applications.
• Respond to helpdesk tickets via email, phone, or chat, offering solutions and advancing issues to higher-level support when necessary.
• Assist with system maintenance tasks and software installations as required.
• Maintain accurate documentation of support activities, including steps to resolve issues, solutions, and user guides.
• Collaborate with IT and other groups to ensure smooth IT operations and identify areas for improvement.
• Maintain an efficient support environment by adhering to standard methodologies for all helpdesk processes.

Profile Requirements

• Technician, Technologist, or Professional in Systems Engineering, Electronic Engineering, Software Engineering, or related fields.
• Previous experience in a helpdesk or technical support role, providing on-site or remote assistance.
• Proficient in operating systems (Windows, macOS, Linux) and resolving hardware difficulties.

Required Skills

• Proficiency in resolving hardware and software issues, including printers, VPN connections, and network-related problems.
• Familiarity with ticketing systems and incident management tools (e.g., ServiceNow, JIRA, or similar).
• Superb communication skills, with the ability to explain technical issues to non-technical users.
• Strong problem-solving skills and the ability to manage multiple tasks simultaneously.
• Ability to work under stress, prioritize tasks, and ensure timely resolution of support requests.
• English Level: B2+

Preferred Skills

• Experience with ITIL frameworks and standard processes for incident management.
• Familiarity with cloud-based platforms (e.g., Office 365, AWS) and remote support tools (e.g., TeamViewer, Remote Desktop).
• Certifications such as CompTIA A+, ITIL Foundation, or similar are a plus.

Benefits

• A thoughtful culture with lived things we value for an appreciative and encouraging work environment.
• Opportunity to develop your potential in a personalized way and according to your objectives within the role.
• Health policy for you and preferential rate for your family.
• 100% disability payment.
• Economic incentive program for employee referrals for active positions.
• You will be part of one of the most driven Employee Funds in the industry where you will have access to savings, credits and special agreements with allied brands.
• Spaces for leisure, celebrations and recreation for your physical and mental health.

Disclaimer

This job posting is for future opportunities and is not intended for immediate hiring. We are always looking for dedicated individuals to join our team and encourage you to submit your application. By applying, you consent to having your information stored in our talent pool for potential future openings that match your skills and experience. We appreciate your interest and will reach out if a suitable position becomes available.