We offer the following benefits:

100% payroll scheme
20 days - Christmas bonus
12 days of vacation on the first year
8% (cap) saving fund
11% (cap) of food coupons
Employer-paid medical, dental, vision, and life insurance; medical insurance for employees, Gym bonus support
Education reimbursement (Up to MXN 54,000 per year)
30% vacation bonus
10 days paternity leave
Work at Home Bonus for office equipment 1-time MXN 5,000

The Level 1 Remote Service Desk IT Support Technician provides first-line technical assistance for incidents and catalog tasks submitted through ServiceNow. This role supports both day-to-day troubleshooting (e.g., software, access, endpoint issues) and fulfillment requests (e.g., license assignments and access group management)
Working remotely, the technician leverages TeamViewer and Intune to deliver responsive, customer-focused support while maintaining documentation and compliance in a regulated biotech environment.

? Key Responsibilities




Incident Response (ServiceNow Incidents):
Monitor, triage, and resolve incoming ServiceNow incidents related to:
Software installations/uninstalls
Licensing and access issues for enterprise systems
Endpoint troubleshooting, security agents, and configuration fixes (including Microsoft and registry / system updates)
Backup issues and antivirus installations
iPhone/iPad/laptop provisioning and replacement
Peripheral requests (chargers, jetpacks, headphones, etc.)
Remotely connect to user devices via TeamViewer for problem resolution and software configuration.
Coordinate with shipping teams and warehouses to fulfill hardware requests
Maintain detailed documentation in ServiceNow and escalate complex incidents to Tier 2 or System Admins – 50% FCR (First Call Resolution)

📌 Help Desk Specialist (Tijuana)
🏢 ITJ
📍 Tijuana