IT Support and NOC Specialist

Journeyfront, Inc.; Monterrey; Presencial; MXN 180.000 - 300.000; Jornada completa

Descripción de la vacante

Journeyfront, Inc. is seeking IT professionals to join our Service Desk and NOC teams. Roles vary by experience and interview results, with responsibilities spanning end-user support, network monitoring, and incident resolution.

You will document steps and contribute to the knowledge base, while growing your IT career in a dynamic environment. Candidates should have strong English skills, Windows/Mac knowledge, and familiarity with Office 365.

Formación

• Advanced English (C1/C2) to communicate with global users.
• 6 months+ to 4 years in Tech Support, Help Desk, or NOC roles.
• Strong knowledge of Windows and Mac operating systems.
• Basic networking: TCP/IP, DNS, VPN.
• Advanced server and routing knowledge for higher tiers.
• ITIL/CompTIA/CCNA certifications are a plus.

Responsabilidades

• Provide first and second-line support to users via ticketing systems, chat, or phone.
• Troubleshoot hardware and software issues, perform password resets, manage Office 365, and escalate.
• Proactively monitor network infrastructure and servers.
• Handle incident resolution, root-cause analysis, and advanced system configurations.
• Document troubleshooting steps and resolutions using Jira, ServiceNow, or Zendesk.
• Contribute to the internal Knowledge Base and propose IT process improvements.

Conocimientos

English communication

Customer service

Problem solving

Team collaboration

Herramientas

Jira

ServiceNow

Zendesk

Office 365

Descripción del empleo

We are looking for passionate IT professionals to join our Service Desk and NOC teams. Whether you are kickstarting your career in IT support or you are a seasoned network and server expert, we have a place for you to grow. Your specific tier, responsibilities, and compensation will be determined based on your experience and technical interview results.

Responsibilities:

Provide first and second-line support to users via ticketing systems, chat, or phone.

Troubleshoot hardware and software issues, perform password resets, manage Office 365, and escal

Proactively monitor network infrastructure and servers.

Handle critical incident resolution, root cause analysis, and advanced system configurations.

Accurately document all troubleshooting steps and resolutions using tools like Jira, ServiceNow, or Zendesk.

Contribute to the internal Knowledge Base and suggest improvements for IT processes.

Requirements:

Advanced Conversational English C1 or C2 level to communicate fluently and effectively with global users and stakeholders.

Previous experience in Tech Support, Help Desk, or NOC roles from 6 months for Junior roles to 4 years for Senior roles.

Solid understanding of Windows and Mac operating systems.

Basic networking knowledge including TCP/IP, DNS, and VPN.

Advanced server and routing knowledge for higher tiers.

Strong customer service mindset, empathy, and excellent problem-solving skills.

Nice to Have:

Industry certifications such as ITIL, CompTIA A+, CompTIA Network+, CCNA, or Microsoft

What Success Looks Like:

Consistently delivering high-quality and empathetic technical support that drives high user satisfaction

Maintaining clear and accurate ticket documentation to strengthen the internal knowledge base

Proactively identifying and resolving system alerts before they impact end-users

Collaborating effectively across different IT support tiers to successfully escal and resolve complex issues