**JOB DESCRIPTION**
Provide first-class technical support to internal and external users, resolving incidents and requests related to hardware, software, networks, and technological services, ensuring timely, clear, and professional service in accordance with department guidelines.
**MAIN RESPONSIBILITIES**
- Correctly escalate incidents that require second or third level attention.
- Perform software and hardware installations, configurations, and updates according to established procedures.
- Provide follow-up on open cases until they are closed, ensuring user satisfaction.
- Document resolution procedures and contribute to the knowledge base.
- Support in the management of equipment and technological assets inventory.
- Meet agreed service levels (SLAs).
**REQUIREMENTS**
- Technical degree in Systems, Information Technology, Computing or similar.
- Advanced level of English (fluent conversational English).
- 1-2 years in help desk, technical support,



or customer service (can be internship experience or community service).
**KNOWLEDGE**
- Windows operating systems (7, 10, 11) and Microsoft Office.
- Ticketing tools (such as OTRS, Freshdesk, ServiceNow, etc.).
- Basic knowledge of networks, TCP/IP protocols and connectivity.
- Hardware and software diagnosis and repair.
- Installation and configuration of peripherals.
- (Desirable) Basic knowledge of Active Directory, corporate antivirus, network printers.
Tipo de puesto: Jornada completa
Sueldo: $30,000.00 - $40,000.00 al mes
Tipo de jornada:
- Lunes a viernes
- Turno matutino
Pregunta(s) de postulación:
- Do you have an advanced level of English (fluent conversational)?
- Do you live in the metropolitan area of Monterrey NL?
Lugar de trabajo: Empleo presencial

📌 IT Help Desk Level 1 (Advanced English (Fluent Conversational) (Monterrey)
🏢 Cahemsi Consultoria
📍 Monterrey