IT Technician I

Confie; Tijuana; In loco; MXN 180.000 - 240.000; Tempo pieno

Vantaggi offerti da questo lavoro

Christmas Bonus

IMSS

Profit Sharing

Savings Fund

Major Medical Insurance

Life Insurance

TripBeat

Friendly work environment

Financing and discounts at local餐?

Descrizione del lavoro

Confie seeks an IT Helpdesk Technician I to be the first responder for user issues across our Mexico operations. You will troubleshoot incidents, assist end users onsite or remotely, and route unresolved problems to the appropriate group to meet SLA targets.

The role requires basic helpdesk experience, ServiceNow knowledge or similar, and English proficiency (B2+). We offer a friendly work environment with benefits and a chance to grow in a global insurer.

Competenze

• Experience in IT helpdesk support.
• Knowledge of ServiceNow or any other ticketing system.
• English level B2 or higher.
• Experience with printer troubleshooting and remote desktop tools.
• Ability to document work and follow SOPs.

Mansioni

• Support end users and troubleshoot incidents to restore services per SLA.
• Contact users on site or remotely by phone or remote tools to resolve issues.
• Analyze resolutions or escalate to other service lines as needed.
• Document and update SOPs; ensure tickets are properly closed.

Conoscenze

ServiceNow

End-user support

English (B2+)

Strumenti

Remote Desktop

Printer Troubleshooting

Descrizione del lavoro

Confie is the largest independent personal lines insurance agency and broker in the United States—serving customers nationwide. In 2010, we established our Shared Services Center in Tijuana, Baja California, creating a world-class operation built to efficiently support our customers, drive innovation, and develop exceptional talent. Since then, our Mexico operation has become a vital extension of our organization, strengthening the work that powers our U.S. business and elevating the experience of customers across all 50 states. Today, more than 1,800 team members—both on-site and remote—help fuel our success with a focus on quality, consistency, and operational excellence.

Our growth reflects a deep investment in technology, continuous improvement, and—most importantly—our people. We foster an inclusive, fast-paced, and collaborative culture where employees are encouraged to grow and build long-term careers with a company shaping the future of insurance.

IT Helpdesk acts as the first responder for our end users who needtechnical assistance. We strive to provide the best experience possibleunderstanding how stressful a situation can be to our users who cannot conductbusiness due to technical challenges. If we are not able to resolve thetechnical issues, we will ensure to route the support request to the propergroup who can resolve the issue.

As an ITTechnician I role, the main activities are:

Supportend user, to make troubleshooting of Incidents derivative of an interruption orservice degradation that must be reestablished as soon as the SLA´s areestablished.

Contactthe user On Site/Remotely by phone or by the institutional remote support toolsto solve problems. Analyze the possible resolution or document the ticket toescalate to another service line.

Requirements

• Responsiblefor guidance and support for Level 0 technicians.
• solvebasic and intermediate tickets.
• ProvideMaintenance on equipment's which include:
• a. Hardwareparts replacement.
• b. Softwareinstallations and updates.
• c. Physicalmaintenance of equipment's.
• d. Backupinformation.
• e. Structuredcable basic troubleshooting.
• f. Telephonybasic Support.
• Documentand update SOP´s.
• Ifneeded move equipment's from one location to another.
• Accomplishthe SLA´s target´s.
• Accomplishthe ticket resolution targets.
• TicketHandling and quality documentation.

Experience

• Basicexperience in Helpdesk IT Contact Call center.
• Servicenow knowledge or any other ticket handling
• system.
• English level: B2 and above
• PrinterTroubleshooting.
• RemoteDesktop Software
• Christmas Bonus.
• IMSS
• Profit Sharing
• Savings Fund
• Major Medical Insurance
• Life Insurance
• TripBeat
• Friendly work environment
• Financing and discounts at local restaurants and coffee shops