Bilingual IT Help Desk Agent - Remote & Onsite Support

Cscgeneration 2; Jocotitlán; On-site; MXN 173,000 - 207,000; Full time

Benefits offered by this job

Seasonal agreement (peak season)

Onsite position

Full equipment provided

100% paid training

Two days off (Fri-Sat)

Law benefits

Job summary

CSCgeneration 2 is seeking an IT Service Desk Agent in Mexico to provide timely, customer-focused technical support for end-users. You will diagnose issues, document tickets, and escalate complex problems to higher-level teams as required.

The role involves both remote and on-site support, hardware and software handling, and collaboration with cross-functional teams to ensure system reliability. A strong emphasis on customer service and punctuality is essential.

Qualifications

• Strong understanding of desktop operating systems (Windows) and hardware/software troubleshooting.
• Clear communication of technical information to non-technical users.
• Experience with ticketing systems and remote support is a plus.

Responsibilities

• Monitor and create service desk tickets from calls, emails, and voicemails; ensure timely resolution.
• Log and manage requests in Jira Help Desk with accurate documentation.
• Troubleshoot and escalate complex incidents to Level 2/3 support when needed.
• Provide end-user support both over the phone and in person.
• Monitor IT systems and network performance to identify issues early.
• Perform routine hardware maintenance and component replacement on desktops/laptops.
• Assist with software installation, configuration, and updates.
• Participate in team meetings and contribute to process improvements.
• Create/update internal knowledge base articles for users and staff.
• Assist with onboarding/offboarding and hardware provisioning.

Skills

Technical knowledge

Communication skills

Problem solving

Customer service

Teamwork

Attendance reliability

Flexibility

Disciplinary record

Experience optional

Tools

Jira Help Desk

Job description

CSCgeneration 2 is seeking an IT Service Desk Agent in Mexico to provide timely, customer-focused technical support for end-users. You will diagnose issues, document tickets, and escalate complex problems to higher-level teams as required.

The role involves both remote and on-site support, hardware and software handling, and collaboration with cross-functional teams to ensure system reliability. A strong emphasis on customer service and punctuality is essential.