IT Service Desk Agent | Second Shift Support

BRP; Ciudad Juárez; On-site; MXN 201,000 - 290,000; Full time

Job summary

BRP in Ciudad Juárez, MX, is seeking a Service Desk Agent to deliver first-line technical support to professionals across multiple channels. You will document incidents, troubleshoot end-user devices, and assist with BRP apps deployment via SCCM, while maintaining strong customer focus.

The role requires experience in service desk environments, knowledge of Windows and collaboration across IT teams. Second shift availability is essential.

Qualifications

• Technical diploma or bachelor’s degree in Computer Science, IT, or a related field.
• 3 years of experience in Service Desk, Deskside Support or Technical Support preferred.
• English proficiency: Speaking 90%, Writing 60%, Reading 90%.
• Customer-oriented with strong communication and collaboration skills.

Responsibilities

• Provide first-line technical support to end-users via phone, email, and chat.
• Document all interactions and resolutions in the ticketing system.
• Support end-user devices and basic infrastructure issues on shift.
• Deploy BRP applications via SCCM and manage Office 365/Google Workspace.
• Assist with shop-floor equipment and remote support tasks as needed.
• Collaborate with IT teams and escalate complex issues while meeting SLAs.

Skills

Customer service

Communication

Time management

Problem solving

Team player

Windows knowledge

ServiceNow

Education

Technical diploma or bachelor’s degree in CS/IT

Tools

ServiceNow

SCCM

Microsoft 365

Google Workspace

Job description

BRP in Ciudad Juárez, MX, is seeking a Service Desk Agent to deliver first-line technical support to professionals across multiple channels. You will document incidents, troubleshoot end-user devices, and assist with BRP apps deployment via SCCM, while maintaining strong customer focus.

The role requires experience in service desk environments, knowledge of Windows and collaboration across IT teams. Second shift availability is essential.