Bilingual IT Service Desk Agent

Team: IT

Location: Remote - Mexico

Commitment: Seasonal - Full Time

Workplace Type: remote

• 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 escalate 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.

• 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.