Frontline IT Service Desk Engineer: Windows, M365 & VPN

Tata Consultancy Services; Santiago de Querétaro; Presencial; MXN 180.000 - 240.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Direct contract

Legal benefits

Descripción de la vacante

Tata Consultancy Services is seeking a Service Desk Agent to provide front-line and L1.5 technical support for end users during the transition and steady-state operations. You will manage tickets, perform initial troubleshooting, and escalate when needed.

Requirements include advanced English, 3+ years of service desk/IT support experience, and familiarity with Windows, macOS, Microsoft 365, Outlook, Teams, AD, VPN, and ITSM tools like ServiceNow.

Formación

• Advanced English communication is required.
• 3+ years in service desk, desktop support, or IT support preferred.
• Experience with Windows, Mac OS, Microsoft 365, Outlook, Teams, AD and VPN is needed.

Responsabilidades

• Be the first point of contact for users via phone, chat, email, portal, and ITSM tickets.
• Log, categorize, prioritize, update, and close incidents and service requests in ServiceNow or similar ITSM tool.
• Provide L1 and L1.5 support for endpoints, Microsoft 365, identity and access management, VPN, and standard business apps.
• Assist with password resets, account unlocks, MFA guidance, and provisioning checks.
• Follow SOPs and troubleshooting practices; use knowledge articles and AI tools for resolution.
• Provide clear updates on ticket status, next steps, and timelines to users.
• Escalate complex issues with complete notes to the appropriate resolver group.

Conocimientos

Advanced English communication

3+ years experience in Service Desk/IT

Herramientas

ServiceNow

Windows

Mac OS

Microsoft 365

Outlook

Teams

Active Directory

Descripción del empleo

Tata Consultancy Services is seeking a Service Desk Agent to provide front-line and L1.5 technical support for end users during the transition and steady-state operations. You will manage tickets, perform initial troubleshooting, and escalate when needed.

Requirements include advanced English, 3+ years of service desk/IT support experience, and familiarity with Windows, macOS, Microsoft 365, Outlook, Teams, AD, VPN, and ITSM tools like ServiceNow.