Hybrid IT Service Desk Technician (Entry-Level)

ERM Consultants Canada Ltd.; Ciudad de México; Híbrido; MXN 180.000 - 240.000; Jornada completa

Descripción de la vacante

ERM Consultants Canada Ltd. in Mexico City is seeking an English-speaking Service Desk Technician (Entry Level) to join our IT operations. This hybrid role offers exposure to L1 support, ticket management, and a collaborative environment with growth opportunities.

You will handle incidents and service requests, maintain user accounts, and work with Service Now and other tools to deliver timely, customer-focused resolutions in a fast-paced setting.

Formación

• Bachelor’s degree in computer science, IT, informatic engineering or related areas.
• From 1 to 3 years of proven experience providing L1 service to clients in English.
• English read, written, and spoken (advanced level is needed).
• Service Now, Service Desk or any other requests via ticket management system software user experience.
• Ability and experience working, reading, and interpreting Service Desk key performance indicators in order to improve our services.
• Ability to work unsupervised, in teams and stand alone, executing multiple concurrent work streams in a high-pressure environment.
• Enthusiastic and responsible with a positive ‘can-do’ and team player, attitude.
• Availability to work under a hybrid model at our offices located in Mexico City, Mexico.

Responsabilidades

• Provide effective support on all Complexity 1 requests via Ticketing System and Telephone.
• Ensure all incidents are closed within SLA (Service Level Agreement).
• Manage and maintain Request lifecycle through to resolution.
• Provide outstanding customer service both written and verbal.
• Provide support for both Incident and Service Requests.
• Create and manage user accounts.
• Imaging, personalisation and support of ERM’s estate of workstations.
• Installing, updating and supporting ERM’s suite of applications.
• Create solutions in Knowledge Database to aid with faster access to knowledge and resolutions.
• Providing onsite and remote support to all functions and areas of the business.
• Organise a prioritise ticket backlog and new incoming requests.

Conocimientos

L1 service support

English proficiency

Ticketing systems

Educación

Bachelor’s degree in computer science / IT / informatics or related area

Herramientas

Service Now

Ticket management software

Descripción del empleo

ERM Consultants Canada Ltd. in Mexico City is seeking an English-speaking Service Desk Technician (Entry Level) to join our IT operations. This hybrid role offers exposure to L1 support, ticket management, and a collaborative environment with growth opportunities.

You will handle incidents and service requests, maintain user accounts, and work with Service Now and other tools to deliver timely, customer-focused resolutions in a fast-paced setting.