Customer Service Agent

Jhn; Tijuana; Presencial; MXN 50,000 - 200,000; Jornada completa

Descripción de la vacante

A growing IT enablement firm is seeking IT Help Desk Support Technicians in Tijuana. This role is for professionals at Trainee, Associate, or Mid levels, providing first-line IT assistance in a collaborative environment. Responsibilities include troubleshooting IT incidents, performing software installations, and utilizing remote tools like TeamViewer. Ideal candidates have strong customer service skills, experience in IT support, and advanced English proficiency. Competitive benefits such as vacation bonuses and education reimbursement are included.

Servicios

20 days Christmas bonus

12 days of vacation (first year)

Gym bonus support

Medical, dental, vision, and life insurance

Formación

• Experience in IT support or help desk roles.
• Knowledge of Office 365 applications.
• Familiarity with ticketing tools.

Responsabilidades

• Provide first-level support for IT incidents.
• Document resolutions accurately.
• Troubleshoot software and endpoint issues.

Conocimientos

IT Support Experience

Windows Environments Knowledge

Customer Service Skills

Advanced English Proficiency (C1)

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)