Remote IT Service Desk Engineer

ITJ; Tijuana; Híbrido; MXN 201.000 - 301.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Parking space

Hybrid role

Descripción de la vacante

ITJ is seeking an IT Service Desk Engineer to deliver first-contact IT support from a remote/hybrid setup in Tijuana. You will triage incidents, perform software installations, manage access, and coordinate with teams to fulfill hardware requests.

This role emphasizes strong documentation and customer-focused service within a regulated biotech environment. Ideal candidates will have 2–3 years in IT support, proficiency with ServiceNow and Intune, and excellent communication skills in English.

Formación

• 2-3 years in an IT help desk or desktop support role.
• Experience with ServiceNow, Microsoft Intune, Office 365 Applications, Quick Assist and TeamViewer.
• Strong troubleshooting skills across Windows environments.
• Experience supporting iOS devices.
• Excellent verbal and written communication skills.

Responsabilidades

• Handle initial triage and first-contact resolution for IT inquiries.
• Provide first-line technical assistance via ServiceNow and remote tools.
• Fulfill catalog tasks like software installations and access provisioning.
• Maintain documentation and SLAs; escalate complex issues to Tier 2.
• Support employee onboarding/offboarding and contingent worker access.

Conocimientos

Remote troubleshooting

Customer service mindset

Documentation skills

Clear communication

Team collaboration

English proficiency (CEFR C1/TOEIC 900

Herramientas

ServiceNow

Microsoft Intune

Office 365

Quick Assist

TeamViewer

Windows OS

iOS support

Descripción del empleo

ITJ is seeking an IT Service Desk Engineer to deliver first-contact IT support from a remote/hybrid setup in Tijuana. You will triage incidents, perform software installations, manage access, and coordinate with teams to fulfill hardware requests.

This role emphasizes strong documentation and customer-focused service within a regulated biotech environment. Ideal candidates will have 2–3 years in IT support, proficiency with ServiceNow and Intune, and excellent communication skills in English.