Supporting clients across North, Central and South AmericaTexaport is a UK‐headquartered Managed Service Provider delivering IT services, cyber security and cloud services to organisations globally.With over a decade of experience supporting international clients, Texaport is expanding its global service desk to deliver high‐quality, regionally aligned support coverage to customers across multiple time zones.To support our growing client base in the Americas, we are seeking a 1st Line Support Engineer based in Mexico to provide front‐line technical support to users across the region.As a 1st Line Support Engineer, you will be the first point of contact for client IT issues, delivering professional, friendly and effective technical support via ticketing system, phone and remote support tools.You will work closely with Texaport's UK‐based senior engineering teams, escalating issues where appropriate and ensuring excellent customer service at all times.This role is ideal for someone early in their IT career who enjoys customer‐facing support, structured problem‐solving and developing their technical skills within a global MSP environment.Key ResponsibilitiesTechnical Support & Service DeliveryRespond to client requests for technical assistance via the service desk ticketing system, phone and remote sessionsDiagnose and resolve basic hardware, software, Microsoft 365, endpoint and user account issuesTake ownership of tickets, ensuring regular communication and timely resolution within agreed SLAsEscalate incidents to 2nd and 3rd Line teams when required, providing clear notes and troubleshooting stepsFollow standard help desk procedures and ITIL‐aligned workflowsSystems & AdministrationPerform user onboarding and offboarding tasks (accounts, permissions, licences, devices)Assist with endpoint setup, configuration and troubleshooting (laptops, desktops,



peripherals)Carry out routine checks and basic maintenance tasks as directedAccurately log all actions, updates and resolutions within the service desk systemCreate and update knowledge base articles, FAQs and client documentationCollaborate with colleagues, vendors and third parties to resolve incidentsContribute to continual improvement of service desk processes and customer experienceWorking HoursCore working hours aligned to Americas time zonesRole supports clients primarily in North and South America, with handover to UK teams as requiredPractical requirementsA home office or suitable working environmentA stable internet connection suitable for remote support, voice calls and video meetingsRequired Skills & Experience1–2 years' experience in a 1st Line / IT Support / Helpdesk roleStrong customer service skills with the ability to explain technical issues clearly to non‐technical usersExperience supporting Windows environments and common business applicationsFamiliarity with ticketing systems and SLA‐driven support environmentsStrong written and verbal communication skillsLanguage RequirementsFluent Spanish (spoken and written)Advanced English (spoken and written) – essential for internal collaboration and documentationBasic understanding of networking concepts (DNS, DHCP, VPNs)MSP experience or multi‐client support backgroundInterest in developing towards 2nd Line, cloud or cyber security rolesPersonal AttributesCustomer‐focused, patient and empathetic approachWell organised and able to manage multiple tickets effectivelyEager to learn, develop and take on feedbackComfortable working remotely as part of an international teamWhat Texaport OffersOpportunity to work for a integral MSP with international exposureClear career progression pathways aligned to Texaport's engineering roadmapTraining, mentoring and certification supportCollaborative and supportive team cultureCompetitive local compensation based on experience#J-*****-Ljbffr

📌 1St Line It Support Engineer (México)
🏢 Texaport
📍 México