Service Desk Technician (Entry Level)

ERM Consultants Canada Ltd.; Ciudad de México; Híbrido; MXN 180.000 - 240.000; Jornada completa

Descripción de la vacante

ERM Consultants Canada Ltd. in Mexico City is seeking an English-speaking Service Desk Technician (Entry Level) to join our IT operations. This hybrid role offers exposure to L1 support, ticket management, and a collaborative environment with growth opportunities.

You will handle incidents and service requests, maintain user accounts, and work with Service Now and other tools to deliver timely, customer-focused resolutions in a fast-paced setting.

Formación

• Bachelor’s degree in computer science, IT, informatic engineering or related areas.
• From 1 to 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.
• Ability and experience working, reading, and interpreting Service Desk key performance indicators in order to improve our services.
• Ability to work unsupervised, in teams and stand alone, executing multiple concurrent work streams in a high-pressure environment.
• Enthusiastic and responsible with a positive ‘can-do’ and team player, attitude.
• Availability to work under a hybrid model at our offices located in Mexico City, Mexico.

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

L1 service support

English proficiency

Ticketing systems

Educación

Bachelor’s degree in computer science / IT / informatics or related area

Herramientas

Service Now

Ticket management software

Descripción del empleo

ERM is looking for a motivated, English-speaking Service Desk Technician (Entry Level) to work in our Mexico City office.

At ERM we know that creating a diverse, equitable and inclusive work environment is an essential part of making our company a great place to build a career.

Requirements:

• Bachelor’s degree in computer science, IT, informatic engineering or related areas.
• From 1 to 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.
• Ability and experience working, reading, and interpreting Service Desk key performance indicators in order to improve our services.
• Ability to work unsupervised, in teams and stand alone, executing multiple concurrent work streams in a high-pressure environment.
• Enthusiastic and responsible with a positive ‘can-do’ and team player, attitude.
• Availability to work under a hybrid model at our offices located in Mexico City, Mexico.

Responsibilities:

• 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.

Background:

Since establishing our first local presence in the LAC region in 1990’s, ERM has enjoyed steady growth and today we employee circa 400 employees in the region. We have offices in Argentina, Chile, Peru, Colombia, Mexico, Guyana, and Brazil.

We are committed to the LAC market, and we have been building consulting teams with world‑class skills in the areas of environmental, sustainability and social consulting for over 20 years. ERM has a solid client base in the oil and gas, manufacturing and chemical sector and we have been working very closely with our clients, supporting them through challenging times, as we remain committed to this fascinating sector. Increasingly our clients are investing in the local market and to support the growth needs, ERM is expanding our footprint in this region. We are now looking for a strong client and market leader who shares our passion and commitment for this sector to join us.

Who We Are:

As the largest global pure play sustainability consultancy, we partner with the world’s leading organizations, creating innovative solutions to sustainability challenges, and unlocking commercial opportunities that meet the needs of today while preserving opportunity for future generations.

We also see our diversity as a strength that helps us create better solutions for our clients. Our diverse team of world‑class experts supports clients across the breadth of their organizations to operationalize sustainability, underpinned by our deep technical expertise in addressing their environmental, health, safety, risk, and social issues. We call this capability our “boots to boardroom” approach for its comprehensive service model that allows ERM to develop strategic and technical solutions that advance objectives on the ground or at the executive level.

If you would like to read more about Diversity, Equity, Equality & Inclusion (DE&I) at ERM, you can visit our website , or read about our progress in the 2025 Sustainability Report .