Especialista de Soporte de Primer Nivel (Help Desk) - Hybrid

Placements24; Santiago de Querétaro; Hybrid; MXN 216,000 - 320,000; Full time

Benefits offered by this job

Health benefits

Hybrid work model

Modern office in Querétaro

Professional development opportunities

Job summary

Placements24 is seeking a First-Level Support Agent (Help Desk) in Querétaro City, blending on-site collaboration with remote flexibility. You will diagnose and resolve IT issues, assist with hardware/software setup, and guide users on operating systems and applications.

Ideal candidates have proven help desk experience, strong problem-solving and communication skills, and familiarity with TCP/IP/DNS/DHCP networks. IT certifications such as CompTIA A+ are a plus.

Qualifications

• High school diploma or equivalent.
• IT certifications (e.g., CompTIA A+) are a significant plus.
• Proven experience in a help desk or technical support role.
• Solid understanding of computer hardware, OS (Windows, macOS), and common software.

Responsibilities

• Respond to and resolve incidents and service requests via phone, email, and ticketing system.
• Diagnose hardware, software, and network issues and provide timely resolutions.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Provide guidance on operating systems and applications.
• Escalate unresolved issues to IT support teams or vendors.
• Maintain documentation in the knowledge base and assist with user account management.

Skills

Strong communication

Problem solving

Interpersonal skills

Education

High school diploma

Tools

Windows

macOS

TCP/IP/DNS/DHCP

Job description

Placements24 is seeking a First-Level Support Agent (Help Desk) in Querétaro City, blending on-site collaboration with remote flexibility. You will diagnose and resolve IT issues, assist with hardware/software setup, and guide users on operating systems and applications.

Ideal candidates have proven help desk experience, strong problem-solving and communication skills, and familiarity with TCP/IP/DNS/DHCP networks. IT certifications such as CompTIA A+ are a plus.