Bilingual IT Service Desk Agent

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

The IT Service Desk Agent is responsible for providing exceptional technical support to end-users, ensuring prompt resolution of IT-related issues, and maintaining the overall health of IT systems. The role involves collaborating with cross-functional teams, diagnosing technical problems, and offering hands-on and remote support to ensure optimal functionality for end-users.

Key Responsibilities:

• Ticket Management:Continuously monitor and create service desk tickets from incoming phone calls, emails, and voicemails, ensuring all issues are logged, tracked, and resolved in a timely manner.
• Issue Documentation:Use Jira Help Desk software to log, document, and manage all service requests and incidents, ensuring accurate record-keeping and reporting.
• Troubleshooting and Escalation:Follow predefined scripts and troubleshooting protocols to resolve issues and elevate complex incidents to IT Level 2 or Level 3 support teams when necessary.
• End-User Support:Provide effective, one-on-one support to end-users, both over the phone and in person, ensuring clear communication and customer satisfaction.
• System Monitoring:Regularly monitor IT systems and network performance, identifying potential issues before they impact end-users.
• Hardware Support:Perform routine maintenance, troubleshooting, and repair on desktop and laptop hardware. This includes diagnosing and replacing faulty components.
• Software Installation and Updates:Assist with the installation, configuration, and updating of software applications, ensuring all systems are up to date and secure.
• Team Collaboration:Actively participate in team meetings, providing feedback on recurring issues and assisting with the development of process improvements.
• Documentation and Knowledge Base Management:Contribute to creating and updating internal knowledge base articles and documentation for both users and support staff.
• Customer Service:Demonstrate a strong focus on customer service by responding to user inquiries promptly, clearly, and professionally, while ensuring a positive user experience.
• Onboarding/Offboarding Support:Assist with IT-related onboarding and offboarding processes for new and departing employees, including system access, software provisioning, and hardware setup or return.
• Remote and On-Site Support:Provide both remote and on-site technical support, demonstrating flexibility to meet the diverse needs of the organization.
• Continuous Learning:Stay updated on the latest technology trends, best practices, and security protocols to provide top-notch support and contribute to the overall success of the IT department.

Qualifications & Skills:

• Technical Knowledge:Strong understanding of desktop operating systems (Windows), including troubleshooting and support for both hardware and software issues.
• Web & Application Proficiency:Familiarity with common browsers (e.g., Internet Explorer, Firefox, Chrome), email clients (e.g., Outlook), and essential applications, including security tools and anti-virus programs.
• Communication Skills:Excellent verbal and written communication skills, with the ability to effectively articulate technical information to non-technical users.
• Problem-Solving:Strong analytical and diagnostic skills with the ability to think critically and resolve issues efficiently.
• Customer Service Focus:A commitment to providing exceptional customer service, ensuring user satisfaction, and demonstrating patience and professionalism in all interactions.
• Teamwork:Ability to work collaboratively in a team environment, sharing knowledge and assisting colleagues as needed.
• Attendance & Reliability:A reliable track record of high attendance (98% or more) and adherence to shift schedules.
• Flexibility:Willingness to travel within the city and work on weekends or after hours when required to support business needs.
• Disciplinary Record:Must have a clean disciplinary record with no written warnings.
• Experience (Optional):
  • Previous experience in a help desk or IT support role, with a demonstrated ability to resolve technical issues efficiently.
  • Experience with Jira Help Desk software or other ticketing systems.

What we offer:

• SEASONAL agreement for peak season. (6 months)
• Full-time $17,000 MXN monthly gross salary + Termination bonus.
• Law benefits since day one.
• Onsite.
• Full equipment provided.
• 100% paid training.
• Schedule window (8 am - 8 pm).
• 10-hour shift (8 am - 6 pm / 9 am - 7 pm/10 am - 8 pm).
• 1 hour Lunch - 2 breaks of 15 minutes each.
• Two days off (Fri-Sat).
• Total Pass.
• Only for CDMX and Edo. de Mex.