L1 IT Helpdesk Technician (Hybrid) – Mexico City

ERM; Ciudad de México; Híbrido; MXN 240.000 - 320.000; Jornada completa

Descripción de la vacante

ERM in Mexico City is seeking an motivated Service Desk Technician (Entry Level) with strong English to join our office. You will handle Level 1 requests via the ticketing system and phone, ensuring quick, accurate responses and excellent customer service.

The role offers a hybrid work model, initial training, and the chance to grow within a global sustainability consultancy. You will work closely with IT teammates to resolve incidents, manage user accounts, and contribute to knowledge base

Formación

• Bachelor’s degree in computer science, IT, informatic engineering or related areas.
• 1–3 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.

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

English fluency

Customer service

Ticket management

L1 support

Educación

Bachelor’s degree in CS/IT/informatics

Herramientas

ServiceNow

Ticketing system

Descripción del empleo

ERM in Mexico City is seeking an motivated Service Desk Technician (Entry Level) with strong English to join our office. You will handle Level 1 requests via the ticketing system and phone, ensuring quick, accurate responses and excellent customer service.

The role offers a hybrid work model, initial training, and the chance to grow within a global sustainability consultancy. You will work closely with IT teammates to resolve incidents, manage user accounts, and contribute to knowledge base