Bilingual IT Service Desk Agent

OpenKrill; United States; In loco; USD 8800 - 12.000; Tempo pieno

Vantaggi offerti da questo lavoro

Seasonal agreement for peak season (6 

Onsite

Full equipment provided

100% paid training

Law benefits since day one

Descrizione del lavoro

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

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Windows desktop OS support

Hardware troubleshooting

Software installation & updates

End-user communication

Remote support

On-site support

Documentation & knowledge base

Team collaboration

Strumenti

Jira Help Desk

Descrizione del lavoro

The IT Service Desk Agent is responsible for providing exceptional technical support to end-users, ensuring prompt resolution of IT-related issues, and maintaining the overall health of IT systems. The role involves collaborating with cross-functional teams, diagnosing technical problems, and offering hands‑on and remote support to ensure optimal functionality for end-users.

Key Responsibilities:

• Ticket Management: Continuously monitor and create service desk tickets from incoming phone calls, emails, and voicemails, ensuring all issues are logged, tracked, and resolved in a timely manner.
• Issue Documentation: Use Jira Help Desk software to log, document, and manage all service requests and incidents, ensuring accurate record‑keeping and reporting.
• Troubleshooting and Escalation: Follow predefined scripts and troubleshooting protocols to resolve issues and escalade complex incidents to IT Level 2 or Level 3 support teams when necessary.
• End‑User Support: Provide effective, one‑on‑one support to end‑users, both over the phone and in person, ensuring clear communication and customer satisfaction.
• System Monitoring: Regularly monitor IT systems and network performance, identifying potential issues before they impact end‑users.
• Hardware Support: Perform routine maintenance, troubleshooting, and repair on desktop and laptop hardware. This includes diagnosing and replacing faulty components.
• Software Installation and Updates: Assist with the installation, configuration, and updating of software applications, ensuring all systems are up to date and secure.
• Team Collaboration: Actively participate in team meetings, providing feedback on recurring issues and assisting with the development of process improvements.
• Documentation and Knowledge Base Management: Contribute to creating and updating internal knowledge base articles and documentation for both users and support staff.
• Customer Service: Demonstrate a strong focus on customer service by responding to user inquiries promptly, clearly, and professionally, while ensuring a positive user experience.
• Onboarding/Offboarding Support: Assist with IT‑related onboarding and offboarding processes for new and departing employees, including system access, software provisioning, and hardware setup or return.
• Remote and On‑Site Support: Provide both remote and on‑site technical support, demonstrating flexibility to meet the diverse needs of the organization.
• Continuous Learning: Stay updated on the latest technology trends, best practices, and security protocols to provide top‑notch support and contribute to the overall success of the IT department.

Qualifications & Skills:

• Technical Knowledge: Strong understanding of desktop operating systems (Windows), including troubleshooting and support for both hardware and software issues.
• Web & Application Proficiency: Familiarity with common browsers (e.g., Internet Explorer, Firefox, Chrome), email clients (e.g., Outlook), and essential applications, including security tools and anti‑virus programs.
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively articulate technical information to non‑technical users.
• Problem‑Solving: Strong analytical and diagnostic skills with the ability to think critically and resolve issues efficiently.
• Customer Service Focus: A commitment to providing exceptional customer service, ensuring user satisfaction, and demonstrating patience and professionalism in all interactions.
• Teamwork: Ability to work collaboratively in a team environment, sharing knowledge and assisting colleagues as needed.
• Attendance & Reliability: A reliable track record of high attendance (98% or more) and adherence to shift schedules.
• Flexibility: Willingness to travel within the city and work on weekends or after hours when required to support business needs.
• Disciplinary Record: Must have a clean disciplinary record with no written warnings.

Experience (Optional):

• Previous experience in a help desk or IT support role, with a demonstrated ability to resolve technical issues efficiently.
• Experience with Jira Help Desk software or other ticketing systems.

What we offer:

• SEASONAL agreement for peak season. (6 months)
• Full‑time $17,000 MXN monthly gross salary + Termination bonus.
• Law benefits since day one.
• Onsite.
• Full equipment provided.
• 100% paid training.
• Schedule window (8 am - 8 pm).
• 10‑hour shift (8 am - 6 pm / 9 am - 7 pm/10 am - 8 pm).
• 1 hour Lunch - 2 breaks of 15 minutes each.
• Two days off (Fri‑Sat).
• Total Pass.
• Only for CDMX and Edo. de Mex.