Santex is a US-based integral company founded in ****, with 25 years of experience in the software industry. Headquartered in California with offices in Córdoba, Argentina, its talent network spans over 18 countries thanks to its flexible, remote-first culture. Santex specializes in custom enterprise software development, operating through Hubs that include eCommerce, BIM, Mobility, Content Delivery, Integration, Web & Mobile Development, Cloud Computing, Artificial Intelligence (AI), Data Science, IT Consulting, and Services. The company is committed to making a positive impact across three dimensions: economic, social, and environmental.
Job Description:
We are looking for an
IT Support Technician (Level 1 & 2)
to join our team in a
fully remote position based in Mexico
. This role serves as the
first line of defense
, providing technical support for a variety of user issues. The focus will be on basic troubleshooting tasks such as
password resets
, printer issues, and general software/hardware support within a Windows environment.
You will support
13 different clients
, handling a broad range of technical requests. The work schedule is
Monday through Friday, from 7:30 a.m. to 4:30 p.m. CST
. This is a
dedicated role
, meaning you must be available full-time and cannot work for other clients or projects simultaneously. The contract is expected to be
long-term
.
Key Responsibilites:
Respond to technical assistance requests via phone, email, or helpdesk ticketing systems.
Diagnose and resolve hardware/software issues with a




90% first-touch resolution goal
.
Follow standard help desk procedures and best practices to resolve user issues.
Document all interactions, troubleshooting steps, and resolutions in the ticketing system.
Escalate complex issues to higher-level teams per the established escalation matrix.
Install, configure, and support approved software based on client guidelines.
Maintain clear and timely communication with users during the support process.
Stay up-to-date with system changes, software updates, and escalation processes.
Required Qualifications:
High school diploma or equivalent (A+ certification is a plus).
At least 6 months of experience
with
Active Directory
(e.g., password resets, account unlocks).
Basic knowledge of desktop and mobile technologies: Windows, iOS, Android, etc.
Experience supporting office tools such as
Microsoft Office
.
Basic troubleshooting skills related to printers, software, and connectivity.
Ability to follow processes and accurately document technical issues.
Strong
interpersonal skills
and a customer service-oriented mindset.
Ability to work independently and prioritize tasks effectively in a remote environment.
Advanced English proficiency
(written and verbal) is required.
Strong communication and problem-solving skills.
Nice to Have:
Multilingual communication skills.
Previous experience with ticketing systems (e.g., Zendesk, ServiceNow, Jira).
Familiarity with distributed work environments or global support teams.

📌 It Support Level 1 & 2 (Location: Mexico) (México)
🏢 Santex
📍 México