Real-time Technical Assistance: Provide real-time technical support for common technical issues, account access, and basic troubleshooting to end users across devices.

Incident Management: Accurately capture, categorize, and log incidents within the ServiceNow ticketing system, ensuring compliance with agreed service level targets.

Escalation Protocols: Promptly escalate unresolved or complex issues to next level in accordance with established escalation protocols.

User Experience: Deliver a professional and consistent user experience by adhering to approved scripts, knowledge base articles, and quality standards.

Procedures Manual: Develop and appropriately update and maintain a Procedures Manual, subject to client’s approval.



Implement necessary changes or additions to the Procedures Manual identified by client that it deems appropriate.

Primary responsibilitiesKey attributes/skillsScope & autonomyProvide real-time technical assistance; capture and log incidents in ServiceNow; use approved scripts/KB; escalate as per protocol; maintain SLA/KPI performance.

Strong written communication; ServiceNow proficiency; multitasking; basic troubleshooting skills; adherence to scripts/KB.

Operates within L1 scope using KB/SOPs; resolves standard issues; escalates complex cases; accountable for SLA adherence.

Freshers eligible high school eligible salary 14.8K MXN gross per month + Benefits + joining bonus

📌 Technical Support Representative (Benito Juárez)
🏢 Bull-It Solutions
📍 Benito Juárez