Customer Service Agent

Since R3; Tijuana; Presencial; MXN 50,000 - 200,000; Jornada completa

Descripción de la vacante

An IT services company in Tijuana is seeking IT Help Desk Support Technicians for different levels (Trainee/Associate/Mid). The role involves providing first-level technical assistance, troubleshooting IT issues, and managing service requests. Ideal candidates will have experience in IT support, knowledge of Windows environments, and advanced English skills. This position offers various benefits, including vacation days, bonuses, and many other perks, fostering a supportive and growth-oriented environment.

Servicios

20 days Christmas bonus

Medical insurance

Education reimbursement up to MXN 54,000/year

Work at Home bonus (MXN 5,000)

Gym bonus support

Formación

• Experience in IT Support or Help Desk is required.
• Familiarity with ticketing tools is essential.
• Strong communication and service skills are necessary.

Responsabilidades

• Provide first-level IT support and troubleshoot issues.
• Document resolutions and escalate complex problems.
• Assist with onboarding and offboarding processes.

Conocimientos

IT Support experience

Knowledge of Windows environments

Customer service skills

Advanced English proficiency (C1)

Attention to detail

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)