DYOPATH, a leading Managed Service Provider (MSP), was founded to empower organizations by delivering trusted IT solutions. At DYOPATH, we pursue both purpose and success, knowing one will ultimately lead to the other. Our core values foster a culture that promotes accountability, excellence, exceptional customer service, and sustainability. Our team is passionate, fun, creative, and courageous in communications.
At DYOPATH, we're excited to have been awarded "Great Place to Work" three years in a row! What makes us so great? Our people - we drive DYOPATH's award-winning culture through our collaboration, innovation, and respect for one another.
We believe that:
- You should be able to grow and feel empowered at work.
- You should have fun in a diversified environment and bring your true self to work daily.
- Work-life balance is vital to our positive culture.
We are waiting for you to bring your creativity, passion, and entrepreneurial spirit to DYOPATH!
We are hiring a **remote Service Desk Level 2 Analyst!**
At DYOPATH, we offer top-notch benefits, which helped us earn our "Great Place to Work" certificate three years in a row!
What you'll get in our benefits package:
- Savings / Monthly 13% cap
- Pantry Vouchers 9% deposited every month
- Christmas Bonus: 25 days of your daily income
- Vacations - 12 days after the first year
- Anniversary Bonus - 10 days of base salary
- Vacation Premium - 40% first year




- Major Medical Insurance covers you and your immediate family
- Life Insurance
- Quarterly Bonus
- Marriage or Bereavement Time off
- Maternity/Paternity Time off
- 250 pesos monthly stipend for electricity/internet
- Ergonomic chair
**_What will you be doing as a Service Desk Level 2 Analyst?_**
- Supporting internal customers by troubleshooting software and hardware issues either face to face, over the phone, or through Chat software
- Ensuring excellent service standards and maintaining high customer satisfaction
- Working daily with Active Directory and managing user account access
- Daily follow up and follow through on tickets
- Track progress of incidents and tasks by utilizing internal or client ticketing software
- Troubleshoot incidents, reports, or processes to resolve errors
- Other duties as assigned
**_Qualifications:_**
- Familiarity with change management (ITIL)
- In depth knowledge of Entra ID (Azure AD), InTune, Microsoft Defender
- In depth knowledge of troubleshooting MS O365 suite, including Sharepoint
- Be able to perform RCA
- Computer hardware troubleshooting proficiency level: Intermediate-Advanced
- Software troubleshooting proficiency level: Intermediate-Advanced
- Demonstrated ability to communicate orally and in writing
- Advanced English
**_Shift/Pay_**
- 22K - 25K pesos monthly
- 3rd shift, Monday - Friday, 11:00pm - 8:00am
**Equal Opportunity Employer

📌 Service Desk Analyst Ii (Monterrey)
🏢 Dyopath
📍 Monterrey