Customer Service Agent

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

Descripción de la vacante

A growing IT Enablement company in Tijuana is looking for IT Help Desk Support Technicians at Trainee, Associate, or Mid level. This on-site role involves providing first-line IT assistance, troubleshooting software issues, and supporting user onboarding/offboarding. Ideal candidates should have experience in IT support, strong customer service skills, and advanced English proficiency. Benefits include health insurance, a Christmas bonus, and education reimbursement opportunities.

Servicios

20 days Christmas bonus

12 days of vacation

8% savings fund

11% food coupons

Medical insurance

Gym bonus support

Education reimbursement (up to MXN 54,000/year)

30% vacation bonus

Work at Home bonus (MXN 5,000)

Formación

• Experience in IT Support or Help Desk roles, level-dependent.
• Familiarity with remote support tools is required.
• Advanced English proficiency (C1 or equivalent) is necessary.

Responsabilidades

• Provide first-level IT support for incidents and service requests.
• Troubleshoot software and basic security issues.
• Support onboarding and offboarding processes.

Conocimientos

Customer service skills

Communication skills

Knowledge of Windows environments

Experience with ServiceNow

Strong organization 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)