Costumer Service

Bustamante Business Center; Tijuana; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A growing IT Enablement team seeks IT Help Desk Support Technicians in Tijuana. The role provides first-line IT assistance for various incidents through ServiceNow, ideal for professionals at Trainee, Associate, or Mid levels. Candidates should be proficient in remote troubleshooting, customer service, and possess strong organizational skills. Benefits include medical insurance, gym bonuses, and educational reimbursements. The role is primarily office-based, working Monday to Friday during US business hours.

Servicios

20 days Christmas bonus

12 days of vacation

8% savings fund

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)

Formación

• Experience providing first-level IT support.
• Knowledge of Windows environments and Office 365 applications.
• Strong troubleshooting skills across various software.

Responsabilidades

• Provide first-level support for IT incidents through ServiceNow.
• Troubleshoot software, access, and endpoint issues.
• Document resolutions and escalate complex problems.

Conocimientos

IT Support Experience

Customer Service

Remote Troubleshooting

Organizational Skills

Advanced English proficiency

Herramientas

ServiceNow

Microsoft Intune

TeamViewer

Office 365

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 escalate 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)

Information Technology Help Desk Support

The Level 1 Remote Service Desk IT Support Technician provides first‑line technical assistance for incidents and catalog tasks submitted through ServiceNow. This role supports both day‑to‑day troubleshooting (e.g., software, access, and endpoint issues) and fulfillment requests (e.g., license assignments and access group management).

Working remotely, the technician leverages TeamViewer and Intune to deliver responsive, customer‑focused support while maintaining documentation and compliance in a regulated biotech environment.

Key Responsibilities

Incident Response (ServiceNow Incidents):

• Monitor, triage, and resolve incoming ServiceNow incidents related to:
• Software installations/uninstalls
• Licensing and access issues for enterprise systems
• Endpoint troubleshooting, security agents, and configuration fixes (including Microsoft and registry / system updates)
• Backup issues and antivirus installations
• iPhone/iPad/laptop provisioning and replacement
• Remotely connect to user devices via TeamViewer for problem resolution and software configuration.
• Coordinate with shipping teams and warehouses to fulfill hardware requests
• Maintain detailed documentation in ServiceNow and elevate complex incidents to Tier 2 or System Admins – 50% FCR (First Call Resolution)
• Complete ServiceNow catalog tasks such as:
• Installing and assigning licensed software (Adobe, ChemDraw, Office, etc.).
• Perform comprehensive triage on hardware requests before escalating to level 2
• Supporting employee onboarding/offboarding by provisioning access
• VDI (Virtual Desktop Infrastructure) setup and access for contingent workers
• Managing leave of absence requests via enabling and disabling account and device access.
• Ensure all requests are completed within defined SLAs and properly closed in ServiceNow with resolution notes

Core Competencies

• Remote Troubleshooting: Efficiently resolve endpoint and application issues using remote access tools
• Service Delivery: Manages both incidents and catalog tasks in ServiceNow with accuracy and accountability
• Customer Focus: Provides empathetic, professional communication with end users.
• Documentation: Maintains complete, compliant records of support activities
• Collaboration: Coordinates with IT peers and vendors to ensure timely fulfillment
• Compliance:
• Maintain compliance with GxP, HIPAA, and SOX requirements in IT operations
• Adherence to IT SOP’s, Work Instructions and Procedures

Required Qualifications

• Trainee level
• Associate-level (1‑2 years in an IT help desk or desktop support role)
• Mid-level (3‑4 years in an IT help desk or desktop support role)
• Experience with ServiceNow, Microsoft Intune, Office 365 Applications, Quick Assist and TeamViewer
• Strong troubleshooting skills across Windows environments
• Experience supporting iOS devices
• Excellent verbal and written communication skills
• Best in class customer service mindset
• Ability to follow structured workflows, checklists, and documentation
• Highly organized with attention to detail
• Excellent remote problem‑solving skills
• English language proficiency level of either: CEFR C1 / TOEIC 900+ / IELTS 7.0+

Preferred Qualifications

• Experience in biotech, pharmaceutical, or regulated industry environments.
• Familiarity with enterprise apps Workday, Concur, and Veeva Vault
• CompTIA A+, Network+, or Microsoft 365 Endpoint Administrator certification
• Office-based in Tijuana, supporting hybrid teams across Office, Lab, R&D and Field environments
• Occasional after‑hours support may be required for urgent incidents or critical deployments
• Ticket‑based workload managed via ServiceNow and internal comms tools
• Team will be required to cover the following days / hours; Monday to Friday following core US holidays 05:00 to 18:00 PST
• Office-based 5 days a week