**Who are we looking for?
**
- Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.
- Update users about request status and close request when users are satisfied with solutions
- Remote desktop troubleshooting.
Escalate complex incidents / requests to upstream technical groups
**Technical Skills**:
- Effective Business Communication
- Strong time management
- Communication in neutral or American accent over phone and grammar skills
- Analytical skills
- Ability to follow process and procedures.
Escalate unknown issues or questions without delay
- Operating the computer, OS and Knowledge base navigation
- Use of Ticketing tool
- Account Management / Password reset
- Active listening and probing skills
- Level 1 and 1.5 technical troubleshooting
- Experience and or understanding of Virtual Desktop Infrastructure support (Citrix Xen Desktop, Xen App, Receiver)
- Knowledge of remote support tools; Bomgar, Remote Desktop, Citrix, Desktop Director
- Proficient in MS Office ****, **** and must have knowledge of O365
- Must have worked on Windows 7 and Windows 10 support for laptops and desktops
- Documents, tracks, and monitors new and open Incidents until resolution or proper escalation
- Knowledge of Wyse thin and zero client support, set up and connectivity
- Supporting issues with Printer installations, HP Print and Scan via USB
- Cisco VPN client support
**Behavioral Skills**:
- Good in communication




- Positive energy
- Positive attitude
- Self learner
**Requirements**:
- **Our operations run 24x7x365,** so f**lexibility to work different shifts based on business needs is essential**.
**Please note: one night shift per quarter is required**.
- Must be able to commute and **work in-office starting day one**.
**Qualification**:
- Any Graduate + ITIL certified
- Preferably A+ Certified
**What's in for you?
**
- At Mphasis, we promise you the perfect opportunity of building technical excellence, understand business performance and nuances, be abreast with the latest happenings in technology world and enjoy a satisfying work life balance.
- With the current opportunity, you will get to work with the team that has consistently been setting benchmarks for other deliveries in terms of delivery high CSATs, project completion on time and being one of the best teams to work for in the organization.
- You get an open and transparent culture along with freedom to experimentation and innovation
Pay: $19,****** - $22,****** per month
Application Question(s):
- Please provide your WhatsApp number to contact you.
- This role offers up to 22,000 pesos monthly, is this acceptable?
- We require you to work in-office at our Guadalajara office, are you comfortable with commuting?
- Are you versátil to work 24X7 rotating shifts including weekends?
**Language**:
- English (required)
Work Location: In person
Application Deadline: 15/12/2025

📌 Bilingual It Technical Support (Wfo) (Guadalajara)
🏢 Mphasis
📍 Guadalajara