Helpdesk L1

Stefanini LATAM; United States; Remote; MXN 134,000 - 201,000; Full time

Benefits offered by this job

Remote Job

Law Benefits + PTU

Company Equipment

Attendance Bonus

Punctual Bonus

Grocery Vauchers

Multicultural experience

Discounts on appliance

Discounts at universities, language...

Job summary

Stefanini LATAM is seeking a Junior Help Desk L1 to provide first-level technical support from a remote location. The role involves assisting users via phone, chat, and email, troubleshooting hardware and software, and escalating complex issues to specialists.

Candidates must have 6 months in customer service or tech support, strong English skills, and ability to follow standardized processes. Rotating schedules include morning, afternoon, and night shifts with company equipment provided.

Qualifications

• 6 months experience in customer service or tech support.
• Advanced English, spoken and written.
• Basic hardware and software knowledge.
• Familiarity with ticketing systems and incident tracking.
• Willingness to follow processes and learn quickly.
• Rotational schedule covering morning, afternoon, and night shifts.
• English advanced (must)

Responsibilities

• Provide first-level technical support to end users via phone, email, or in person.
• Troubleshoot and resolve hardware and software issues on desktops, laptops, printers, and mobile devices.
• Install, configure, and maintain software applications and operating systems.
• Assist with user account management, including password resets and access permissions.
• Collaborate with IT teams to escalate and resolve complex issues.
• Document all incidents and resolutions in the help desk ticketing system.
• Deliver excellent customer service and ensure high levels of customer satisfaction.

Skills

Customer service

Technical support

English communication

Hardware basics

Ticketing systems

Fast learner

Spelling & grammar

Job description

At Stefanini we are more than 30,000 geniuses, connected from more than 40 countries, we co-create a better future.

Apply Junior Help Desk L1!

Requirements:

• 6 months as Customer Service or Tech Support
• Advanced conversational and written English (support will be provided via phone, chat, and ticket documentation).
• Basic Knowledge of hardware and software.
• Familiarity with ticket management tools (incidents and requests).
• Good spelling and grammar.
• Quick learner with the ability to follow processes.
• Rotational schedule covering morning, afternoon, and night shifts
• English advanced (must)

Essential Duties and Responsibilities:

• Provide first-level technical support to end users via phone, email, or in person.
• Troubleshoot and resolve hardware and software issues, including desktops, laptops, printers, and mobile devices.
• Install, configure, and maintain software applications and operating systems.
• Assist with user account management, including password resets and access permissions.
• Collaborate with other IT teams to **escalate** and resolve complex technical issues.
• Document all incidents and resolutions in the help desk ticketing system.
• Deliver excellent customer service and ensure high levels of customer satisfaction.

What’s in for you?

• Remote Job
• Law Benefits + PTU
• Company Equipment
• Attendance Bonus
• Punctual Bonus
• Grocery Vauchers
• Multicultural experience
• Discounts on appliance
• Discounts at universities, language schools, gyms