Level 1 IT Helpdesk Specialist — Windows & Microsoft 365

Arcadion; Polanco; On-site; PHP 733,000 - 1,303,000; Full time

Benefits offered by this job

Competitive salary and benefits

Professional development opportunities

Team culture and collaboration

Job summary

Arcadion is seeking a reliable Level 1 IT Service Helpdesk Agent in Mexico City to be the first point of contact for technical support requests. You will troubleshoot and resolve basic issues across desktops, laptops, mobile devices, and network connectivity, with escalation for more complex cases.

The role requires 2–3 years of helpdesk experience, strong communication, and hands-on Windows 10/11 and Microsoft 365 skills. MSP environments and ITIL familiarity are a plus.

Qualifications

• 2-3 years of experience in a similar IT helpdesk or technical support role.
• Strong troubleshooting skills with the ability to diagnose and resolve Level 1 issues.
• Hands-on experience with Windows 10/11, Microsoft 365, and common desktop applications.
• Familiarity with Active Directory, ticketing systems, and remote support tools.
• Basic understanding of network concepts (IP addressing, DNS, DHCP, VPN).
• Excellent written and verbal communication skills, with a customer-first attitude.

Responsibilities

• Serve as the first point of contact for end-users seeking technical assistance via phone, email, or ticketing system.
• Troubleshoot and resolve common issues related to desktops, laptops, mobile devices, printers, VoIP systems, and peripherals.
• Provide Level 1 support for Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Windows OS, and basic network connectivity.
• Escalate complex or unresolved issues to Level 2 or Level 3 teams following established escalation protocols.
• Document all incidents, service requests, and resolutions in the ITSM/ticketing system accurately and timely.
• Perform user account management tasks, including password resets, access control, and account provisioning.
• Support onboarding and offboarding processes by setting up workstations and configuring standard software.
• Educate users on basic IT security practices, software usage, and self-help resources.
• Assist with hardware deployment, inventory tracking, and basic preventative maintenance tasks.

Skills

First point of contact

Troubleshooting

Windows 10/11

Microsoft 365

Active Directory

Ticketing systems

Remote support

Communication

Tools

SyncroMSP

Job description

Arcadion is seeking a reliable Level 1 IT Service Helpdesk Agent in Mexico City to be the first point of contact for technical support requests. You will troubleshoot and resolve basic issues across desktops, laptops, mobile devices, and network connectivity, with escalation for more complex cases.

The role requires 2–3 years of helpdesk experience, strong communication, and hands-on Windows 10/11 and Microsoft 365 skills. MSP environments and ITIL familiarity are a plus.