Onsite IT Service Desk Agent – 24/7 Support

HCLTech; Región Centro; Presencial; MXN 180.000 - 240.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Life insurance

Major Medical Expenses Insurance (sp/3

Minor Medical Expense Insurance

Savings Fund 13%

Food vouchers

30 days bonus

12 days vacation

Descripción de la vacante

HCLTech in Mexico is seeking a Service Desk Agent to provide first-line support for hardware, software, and network issues for end users. You will diagnose problems via phone, email, chat or videocall and route complex cases to Level 2/3 teams with knowledge base support.

We require 2-3 years in a similar role, a high school certificate, strong customer focus, empathy, and fluent written English. The position is 100% onsite with a rotating shift and 24/7 operation, offering life and medical

Formación

• 2-3 years of experience in similar role.
• High school certificate required.
• Customer-focused with empathy and good listening skills.
• Strong English writing abilities for end-user communication.
• Ability to troubleshoot remote access issues and use IT tools.

Responsabilidades

• Provide hardware/software/network problem diagnosis via phone/email/chat or videocall.
• Classify service calls and route to 2nd/3rd level IT support as needed.
• Coordinate with Level 2/3 teams to resolve issues for end users.
• Maintain clear, professional communication with customers.

Conocimientos

Service Desk

Customer-focused

Empathy

Clear communication

English writing

Educación

High school certificate

Herramientas

Citrix

ServiceNow

Active Directory

VPNs

Descripción del empleo

HCLTech in Mexico is seeking a Service Desk Agent to provide first-line support for hardware, software, and network issues for end users. You will diagnose problems via phone, email, chat or videocall and route complex cases to Level 2/3 teams with knowledge base support.

We require 2-3 years in a similar role, a high school certificate, strong customer focus, empathy, and fluent written English. The position is 100% onsite with a rotating shift and 24/7 operation, offering life and medical