Help Desk

The Adecco Group; Mexico; On-site; MXN 203,000 - 243,000; Full time

Benefits offered by this job

IMSS

12 Vacation Days per Year

15 Days of Christmas Bonus

25 % Vacation Bonus

Life Insurance

Online Technical Trainings & Certs

Job summary

The Adecco Group in Mexico is seeking a technical support professional for a 100% Home Office role. You will handle requests via phone, email, chat or in-person as the primary contact, troubleshoot Windows OS, Microsoft 365, and common business apps, and provide remote assistance using ServiceNow, Zendesk or Jira Service Management.

This position emphasizes ticket logging, timely follow-up, documentation updates, onboarding support, and collaboration with internal teams for issue escalation.

Qualifications

• 2+ years in a technical support/help desk or call center environment preferred.
• Hands-on troubleshooting with Windows OS, MS Office 365, and remote support tools.
• Experience with ticketing systems (ServiceNow, Zendesk, Jira Service Management) is a plus.
• Solid understanding of Windows-based environments and common business applications.

Responsibilities

• Serve as the primary point of contact for technical support via phone, email, chat, or in-person.
• Troubleshoot and resolve issues related to hardware, software, networking, phones, remote access (e.g., Citrix), and Microsoft 365 applications.
• Accurately log, track, and manage all support requests in the ticketing system.
• Assist users with system procedures and application functionality, including company websites and internal tools.
• Escalate complex issues to appropriate internal teams or external vendors while owning the user experience.

Skills

Windows OS

MS Office 365

Remote support tools

Ticketing systems

Education

Bachelor’s Degree in Information Technologies

Tools

ServiceNow

Zendesk

Jira Service Management

Job description

• Education: Bachelor’s Degree in Information Technologies or related engineering.
• Languages: Fluent Conversational English (speaking, reading, writing) Level: B2, C1, C2, Fluent
• Modality: Home Office 100 %
• Workday: Monday - Friday
• Monthly Gross Salary: $ 20,000 MXN (On base to experience)
• Hiring: 100 % Payroll
• Contract: Project - Log Term (at least 1 year)
• Benefits: IMSS, 12 Vacation Days per Year, 15 Days of Christmas Bonus, 25 % Vacation Bonus, Life Insurance.
• Plus Benefits: Online Technical Trainings and Access to Academies & Certifications.
• Job Stability & Professional Development

Key Qualifications & Experience

• 2+ year in a technical support/help desk or call center environment preferred.
• Hands-on experience with computer troubleshooting, Windows OS, MS Office 365, and remote support tools.
• Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Management) is a plus.
• Solid understanding of Windows-based environments and common business applications.
• Serve as a primary point of contact for technical support via phone, email, chat, or in-person.
• Troubleshoot and resolve issues related to hardware, software, networking, phones, remote access (e.g., Citrix), and Microsoft 365 applications.
• Accurately log, track, and manage all support requests in the ticketing system, ensuring timely follow-up and resolution.
• Assist users with system procedures and application functionality, including company websites, internal tools, and agency interface systems.
• Escalate complex issues to appropriate internal teams or external vendors when necessary, while maintaining ownership of the user experience.
• Maintain and update user documentation, technical articles, and internal knowledge bases.
• Recommend process improvements and contribute to SOP (Standard Operating Procedure) documentation.
• Stay up to date on new technologies, internal system updates, and best practices.
• Provide basic support for new employee onboarding including workstation setup and user account configuration.
• Assist with reporting and data manipulation related to help desk metrics or system usage.

Nice to Have

• CompTIA A+, Network+, or Microsoft Certifications
• Commitment to continue learning through courses, certifications & in-house training.

Soft Skills

• Excellent customer service mindset with the ability to remain calm and solution-focused under pressure
• Ability to manage multiple priorities in a fast-paced setting
• Strong analytical and problem-solving skills
• Self-motivated and able to work independently as well as in a team
• Organized with strong time-management and documentation habits