Responsibilities

Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat or videocall for customer end users.
Classify Service Calls according to the specified options.
Route problems to internal 2nd and 3rd level IT support staff using knowledge base articles.

Coordinate with level 2 and 3 and support staff that provide hardware/software/network problem resolution.

Qualifications

1. 3 years of experience in similar role.

High school certificate.

Customer-focused.
Time availability required.
Thorough knowledge of troubleshooting remote access issues.
Ability to articulate and speak with clear voice.
Empathy with end users.
Good written English communication skills.
Experience with Citrix, Service Now,



Active Directory and VPN connections.

Fluent English and schedule availability.

Benefits

We offer a competitive package that includes

Life insurance.
Major Medical Expenses Insurance.
Minor Medical Expense Insurance.
Savings Fund.
30 days as Christmas Bonus.
12 days of vacation in the first year, increasing 2 days as dictated by law.

Additionally, we provide continuous training and development opportunities to help our employees achieve their professional goals.

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📌 Service Desk Analyst (Guadalajara)
🏢 HCLTech
📍 Guadalajara