Bilingual IT Help Desk Agent | Remote & Onsite Support

Openkrill; United States; Teletrabalho; USD 8800 - 12 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Seasonal agreement for peak season (6 

Onsite

Full equipment provided

100% paid training

Law benefits since day one

Resumo da oferta

Openkrill is seeking an IT Service Desk Agent to provide frontline technical support to end-users, log and resolve issues, and maintain IT systems health. You will handle tickets via phone, email, and Jira Help Desk, perform hardware/software troubleshooting, and provide remote and on-site assistance while delivering excellent customer service.

This seasonal, full-time role runs for 6 months with a monthly gross salary of 17,000 MXN, onsite in CDMX, with training provided and benefits from day

Qualificações

• Strong understanding of desktop operating systems (Windows) and troubleshooting for hardware/software issues.
• Familiarity with common browsers, email clients, security tools, and antivirus programs.
• Excellent verbal and written communication to explain technical information clearly to non-technical users.
• Analytical and diagnostic skills to resolve issues efficiently.
• Commitment to exceptional customer service and professionalism.
• Ability to work collaboratively in a team and share knowledge.
• Reliable attendance and ability to work flexible shifts, including weekends when needed.

Responsabilidades

• Ticket Management: Monitor and create service desk tickets from calls, emails, and voicemails, logging and resolving issues promptly.
• Issue Documentation: Use Jira Help Desk to log, document, and manage all service requests and incidents.
• Troubleshooting and Escalation: Follow scripts and protocols; escalate complex incidents to IT Level 2/3 when necessary.
• End‑User Support: Provide one‑on‑one support over the phone or in person, ensuring clear communication and customer satisfaction.
• System Monitoring: Monitor IT systems and network performance to identify issues before users are affected.
• Hardware Support: Maintain, troubleshoot, and repair desktop/laptop hardware; diagnose and replace faulty components.
• Software Installation and Updates: Install, configure, and update software applications to keep systems secure.
• Team Collaboration: Participate in meetings and help develop process improvements.
• Documentation and Knowledge Base Management: Create and update internal knowledge base articles for users and staff.
• Customer Service: Respond promptly, clearly, and professionally to user inquiries.
• Onboarding/Offboarding Support: Assist with IT onboarding/offboarding including access, provisioning, and hardware setup or return.
• Remote and On‑Site Support: Provide remote and on-site support as required.
• Continuous Learning: Stay updated on tech trends and security protocols to support IT success.

Conhecimentos

Windows desktop OS support

Hardware troubleshooting

Software installation & updates

End-user communication

Remote support

On-site support

Documentation & knowledge base

Team collaboration

Ferramentas

Jira Help Desk

Descrição da oferta de emprego

Openkrill is seeking an IT Service Desk Agent to provide frontline technical support to end-users, log and resolve issues, and maintain IT systems health. You will handle tickets via phone, email, and Jira Help Desk, perform hardware/software troubleshooting, and provide remote and on-site assistance while delivering excellent customer service.

This seasonal, full-time role runs for 6 months with a monthly gross salary of 17,000 MXN, onsite in CDMX, with training provided and benefits from day